Customer service

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.

Buyers who rely on paper-based payments often struggle to onboard new suppliers. This "process overhead" can be so cumbersome that many buyers become resistant to change, opting instead to limit their supplier choices to a small number of partners, writes Patrick Bermingham, the CEO of Adlex.

The move is part of a larger trend to provide enterprise customers with tech capabilities available to retail customers.

Citigroup, Synchrony and other banks are using so-called "journey analytics" to spot weaknesses along the entirety of a customer's interactions with the bank.

In letters to the six largest U.S. banks, the Ohio Democrat accused the banking sector of moving call center jobs overseas while reaping benefits from the recent tax cut law.

How a measure to make opening online accounts easier was crafted — and why it needs to pass Congress.

A New Jersey community bank has launched a campaign that takes digs at the megabank while highlighting its own values. Should others follow its lead?

How a measure to make opening online accounts easier was crafted — and why it needs to pass Congress.

In the ongoing quest to replace PINs and passwords, Mastercard has introduced a kit enabling consumers to register their own fingerprint on a biometric card at home, bypassing the need to visit a bank.

From leadership lessons to tips for exemplary service, here's a look at what credit unions heard during the first day of PSCU's 2018 Member Forum.

Several banks have reported digital service outages this year, but now there’s a detailed breakdown of one of them — and it shows that the damage goes far beyond reputation.

Community banks are increasingly turning to account onboarding technology to help them solve a growing problem — how to win new customers without opening physical branches.

Gemalto is working with Lebanon-based areeba to test a biometric contactless Visa EMV card in the Middle East that uses a fingerprint to authorize transactions.