Customer service

Forrester principal analyst Alyson Clarke explains why the two nonbanks fared well in a recent survey of 110,000 Americans.

To improve videoconferencing adoption, banks are advised to focus on one particular group of clients.

The challenge in automating cross-selling to customers online is figuring out how to integrate with the core banking platform.

By intelligently applying friction, where the entry of a PIN or a swipe of the screen can be used to correlate against known data, we can better prove that the correct user made the transaction and avoid the costs and disruption associated with fraud and disputed claims, writes Zia Hayat, CEO of Callsign.

When bank customers are treated poorly by branch employees, it can damage the relationship even if the specific issue is effectively resolved.

"Banks should be investing in innovation in this area or risk getting left behind," a fintech CEO warns.

How has Frost Bank maintained its stellar reputation year in and year out? By emphasizing long-term relationships, never compromising on its principles to meet quarterly numbers and always striving to give customers a square deal.

E-invoicing is the solution to unlock early-payment discounts, but many businesses are stuck in the past, according to Roger Hatfield, vice president of North America for CloudTrade.

At 4 feet tall and with a child's voice, Pepper won't replace tellers, but it can help bank customers interested in applying for a credit card or having issues with an ATM.

The move from standard to real-time transactions adds another layer of complexity and creates further opportunities for fraudsters. Quicker transaction times increase the chances of fraudulent transactions going undetected, writes David Worthington, vice president of payments at Rambus.

Businesses are tasked with carrying too much of the burden of protecting customers' personal information, and typically turn to Social Security numbers. The advent of self-sovereign identity may give consumers a chance to reclaim control over their data and how it’s used, Finicity's Nick Thomas writes.

TIAA has recruited Lori Fouché to serve as CEO of retail and institutional financial services.

Tencent Holdings Ltd. is working with the Chinese government to create an electronic pass system that smooths travel between Hong Kong, Macau and the southern province of Guangdong.

Banks are making business customers happy with new digital billing services as machine learning meets the lockbox.

Talking with Shari Van Cleave, head of Wells Fargo Digital Labs; Citizens Financial makes a big move in mortgages in purchasing Franklin American; a rewards blockchain could give Amex access to a wealth of customer data; and more from this week's most-read stories.

Unless near zero-friction identity security is embraced, connected devices cannot be used for payments in a substantial way, according to Xavier Larduinat, manager for innovation at Gemalto.

With the acquisition of Confyrm, the bank is among the few players that are putting themselves in position to sell ID authentication services to other businesses.

The authentication software and hardware provider is shifting its focus to identity verification and account onboarding, another sign that the newest generation of bank customers is not interested in coming into a branch to set up an account.

The recent outcry over government use of Amazon's facial recognition software will force TD Bank, USAA and others to confront flaws in the technology that make it harder for women and minorities than white men to use mobile banking.