Three Payment Trends Give an Edge to Community Financial Institutions
The shift to digital payments and credit card use prompted by COVID-19, plus better risk controls, can help community institutions stand. Read More
Article Archive: Customer Experience
‘Just Surviving’ is Growth Plan for 1 in 3 Financial Institutions
Of the rest, nearly half say growth prospects are 'constrained.' A study identifies priorities and investments to change that. Read More
Gauging the Post-COVID Winners and Losers Among Banks & Fintechs
The impact of the pandemic and a global recession will reinvent banking. Exaggeration? Maybe, but can any institution afford to wait and see?. Read More
How a Great Digital Experience Can Be Grown from Traditional Roots
Community banks and credit unions don't have to weaken their strong customer focus, but they must provide it digitally as well as. Read More
How Banks Can Begin to Catch Up with Amazon’s Personalization Genius
Few banks or credit unions, or even challenger banks, use digital personalization the way Big Tech firms do. Here's how to close the. Read More
How Coronavirus Could Alter the Payments Landscape Forever
New data predict an accelerated shift to contactless, P2P and other digital payments as habits shift. But some question COVID's impact.. Read More
Big Banks Benefiting Most From COVID-19 Digital Shifts
While the largest banks have an advantage in being able to deliver digital banking solutions, others can do much to regain. Read More
Gap Between Legacy Banks & Fintech Firms Has Shrunk Since COVID-19
Consumer needs driven by the coronavirus crisis have pushed traditional financial institutions to catch up with digital nonbank. Read More
What Bankers Can Learn from an American Living Cashless & Masked in Shanghai
Shanghai-based Richard Turrin lives the 'new normal' COVID-19 ushered into China. From transportation to payments, life's very. Read More
Will the Pandemic Give Digital-Only Financial Institutions a Big Win?
With mobile banking soaring, the answer should be 'Yes.' But the experiences of three institutions reveals a different. Read More
Bank Branches: There’s No Going Back to Pre-COVID Days
The coronavirus has sharply altered consumer banking habits forcing financial institutions to rethink the future of the in-person. Read More
How Banks Can Help Small Businesses Through Aid Tangle and Beyond
Dealing with 'PPP' crush will impact brand impressions long beyond coronavirus. Five tips will help banks and credit unions come out ahead.. Read More
COVID-19 Provides Opportunity For Digital Transformation
Global pandemic has exposed major weaknesses in the ability for many financial institutions to support digital banking products and. Read More
How Banks & Credit Unions Can Fortify Stressed-Out Customer Support
With COVID-19 putting millions out of work, consumers are clamoring for help. Here are ideas and resources that can assist lenders to. Read More
COVID-19 Highlights Need For Banking To Focus On Financial Wellness
Now is the time for financial institutions to respond with financial wellness strategies that will assist households impacted by. Read More
When Opening Accounts in Branches Becomes Impossible
Banking is essential, but going to a branch should not be. Even before COVID-19, digital account opening was climbing. Now it's a. Read More
Umpqua’s Human+Digital Platform a Perfect Fit for COVID Challenges
With branch access limited and customer questions swelling, mobile chat with the bank's personal bankers has jumped. Read More
Will the Pandemic Catapult Mobile Video Banking Into the Big Time?
Interest in live video banking was warming up prior to coronavirus. Now it's hotter as the technology is used as a branch. Read More
Social Distancing Gives Branch Appointment Scheduling New Importance
Appointment scheduling apps have come into their own as banks and credit unions seek to manage limited branch visits during COVID-19. Read More
Coronavirus Forcing Financial Institutions to Revamp Contact Centers
Impact hits training, technology, resilience and operations as consumers seek answers. Home-based agents and gig workers are two. Read More
How to Replace Banking’s Rapidly Shrinking Fee Income
7% of retail banking revenue will disappear, squeezed by fintechs and regulators. The good news? Advisory services could add back. Read More
Why Millennials and Gen Z Love Megabanks
Younger adults want both technology and personal support from their banking provider. Right now, the megabanks are best at providing. Read More