How Navy Federal Balances Digital+Branch CX in its Post-COVID Strategy

Even as digital usage rises, the largest U.S. credit union recognizes that nearly all consumers still want to deal with people sometimes.

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Banks Can’t Keep Dodging Those Tough Social Issues (Like Guns)

Agency rule would halt decisions by institutions to boycott 'disapproved' industries, clashing with growing 'responsible banking' trend.

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Google Fires Next Salvo in Big Tech’s War on Banking

'Plex,' a combined checking and savings product that plugs into the Google Pay wallet, pulls in more banks. Citibank explains its plans.

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As COVID Spikes, Branch Safety Is Back in the Spotlight

Moving beyond masks, financial institutions use technology to reduce the need for branch visits, and make people safer when they do come in.

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How AI Can Help Financial Institutions Rescue At-Risk Consumers

'COVIDnomics' expose more people to predatory lenders. With artificial intelligence traditional lenders can counter with advice and credit. Read Article

Better Banking Service Begins with Deeper Data Analytics

Essential curiosity lies at the root of gathering data that helps banks and credit unions develop strong prospects and personalize service for consumers. Read Article

Satisfaction Drops As People Bank Digitally More Often: How to Avoid That

Banks and credit unions shouldn't focus solely on creating a better mobile experience, but build a holistic relationship based on trust. Read Article

Maybe Bankers Won’t Go Back to the Office Ever Again

Increasingly working from home appeals to financial institution employees who can use a computer anywhere. But are banking employers ready? Read Article

5 Ways Banking CMOs Can Reframe 2021’s Unknowns into Opportunities

After baptism by COVID, mid-size banks' chief marketing officers share opportunities and challenges of budgeting and planning for 2021. Read Article

How Improving Digital Agility Can Reshape Financial Institutions’ Future

Well-known as a way to launch new initiatives more rapidly, agility also improves conversion rates and powers an institution's modernization. Read Article

ROI of AI Falling Short at 89% of Organizations

Most users of artificial intelligence in banking have not maximized their ROI. Here's how banks and credit unions can improve results. Read Article

When Banking Staffers Videoconference from Home Who Else Watches?

With many banking employees still working from home, video meetings are the norm. But bad tech or employees' workarounds may cause leaks. Read Article

PNC to Vault to #5 Ahead of U.S. Bank in BBVA Deal Embracing Branches

Entering a new banking league via a massive expansion of geographic reach, the big regional believes in-person relationships are stronger. Read Article

Why Data Privacy Could Be Banks’ Next Big Competitive Battleground

Consumers now expect value in return for providing more data, yet most financial institutions still think of 'privacy' as 'compliance.' Read Article

21 Tips to Help Bankers Ace Remote Selling (and Avoid WFH Disasters)

In the work-from-home reality, banks and credit unions that help employees understand what to do, and not do, will succeed in a video world. Read Article

Financial Marketers Must Toss Meaningless Vanity Metrics That Don’t Sell

Touchy feely messages sent by banks and credit unions early in the pandemic didn't produce solid results. Here's what might have produced. Read Article

How to Nail the Small Business Banking & Lending Market in 2021

Rough times mean stepping up your digital game to fend off fintech niche players and adding relationship managers who are effective remotely. Read Article

WeBank: Insights From The World’s Top Digital Bank

Tencent-backed WeBank is a great example of how digital technology and data can provide the foundation to serve underserved markets efficiently. Read Article

Five Ways Financial Institutions Drive People Out the Door

No institution can escape trouble – how they handle it is key. Among the toughest issues: discrimination, data breaches, money laundering. Read Article

6 CX Developments Banks & Credit Unions Can’t Ignore in 2021

COVID's a retail banking gamechanger, accelerating digital and contactless trends. Expect more ITMs plus video 'telebanking' consultation. Read Article

A Realistic Alternative to Putting Up with Outdated Bank Branches

Renovating branches can be a tough sell, but a simple three-step approach can quickly make a huge difference to antiquated facilities. Read Article

4 Ways to Differentiate Your Banking App and Drive Acquisitions

It's difficult to stand out in a crowded mobile app market. The right mix of marketing, UX, security and customer feedback brings results. Read Article