The Financial Brand

A fintech learns some tough lessons after early success in targeting a niche market. One is: A big rush of new customers can mislead you.

Chase, U.S. Bancorp, BofA and others haven't seen any notable downtick in card performance. (They wouldn't mind seeing balances tick up.)

Partnering with — or acquiring — fintechs is a key part of how business banking is evolving, but tech must be paired with traditional skills.

More nuanced now, thanks to AI advances, chatbots increasingly work in concert with humans to serve customers and even train employees.

Connected TV gives bank marketers a unique opportunity to customize video ads for multiple markets, giving them a great way to reach Gen Z.

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Personalization of mobile apps is increasingly expected as consumers grow accustomed to technology that adjusts to them.

To build stronger customer relationships in uncertain times, banks must recognize the need for a holistic customer engagement strategy.

Onboarding new banking customers isn't a one-and-done. It takes dedication and personalized follow-up and must be a frictionless experience.

Already a leader in data connectivity, Plaid's fintech competitors are pushing it to new horizons in banking, including payments and credit.

Many bank tech companies try to sell the vision of what they can provide as opposed to a compartmentalized solution meeting a specific need.

With consumers using digital wallets at a much higher rate, it's critical for banks and other card issuers to remain 'top of wallet.'

Chief Diversity Officers are in demand. Are financial institutions prepared to institute the necessary changes to support their success?

Relying too much on chatbots for online conversations frustrates customers. A hybrid approach integrates AI technology with human input.

Data-driven cross-selling holds out more hope of increased business for banks and credit unions by targeting prime opportunities.

Before migrating their core platform to the cloud, banks must modernize the parts of their technology that interact with customers.

Gen Z and Millennial satisfaction isn’t one-dimensional. Their needs as customers translate into their roles as banking employees as well.

Forrester's annual bank CX rankings reveal an important shift in what consumers feel leads to the best retail banking experiences.

Launching in 2023, FedNow real-time payments have grabbed the attention of smaller banks, credit unions, fintechs ... and The Clearing House.

Most mobile banking providers cover the basics, but in areas like app-based money management, a few standouts are surrounded by also-rans.

Friction leads to high abandonment. One way banks and credit unions can improve digital onboarding is to streamline the experience.

Banks that invest in digital banking transformation and a skilled workforce will be prepared for times of economic uncertainty.

Even after 2021's record number of bank branch closures, more are expected as digital sales grow and earnings pressure increases.

Easing of pandemic pressures hasn't diminished innovation spending — three quarters of banks have increased it. But their goals have changed.