Digital is Draining Banks’ Emotional Connections with Customers. GenAI May Make Things Worse
CX has suffered in recent years as it gets harder for customers to bank with people. Forrester's Alyson Clarke has solutions — and a warning.
P2P Apps Now Dominate Payments Between Individuals, Eclipsing Cash
All P2P payment companies currently enjoy a high degree of customer inertia. But that advantage may not last.
Chase Rides to a Strong Second Quarter on Consumer Credit
Nonetheless, management argues that unusual economic and business trends mean that JPMorgan Chase is 'over-earning.'
After Apple Bows Out, How Do the Remaining BNPL Players Shake Out?
Apple killed its BNPL entry, but there's still much activity in the business. Here's what BNPL players are up to.
Financial Advice Boosts Customer Satisfaction. But It’s Got to Be Personalized
Generic financial guidance leaves today's consumers cold, says J.D. Power. They only want advice tailored to their specific needs.
How BofA Is Driving to be ‘Local’ in More Markets
Physical presence married to digital innovation — plus a widening role for the Erica virtual assistant — help BofA expand and grow.
How First Horizon’s Branding Strategist Pursues ‘Relevancy’ for Its Customers and Prospects
Regional bank's branding strategy chief aims to bring First Horizon Bank front of mind when the time is ripe.
Nine Best Practices As Banks’ Online and App Customer Experiences Converge
As more (and younger) consumers favor the way apps operate, online banking is emulating handhelds.
How Associated Bank Uses Data Analytics to Speed New Products and Drive Growth
Veteran data scientist Chun Schiros leads the bank's renewed data analytics activities and its role in product development and service gains.
Apple Shifts Focus As It Drills Deeper into Payments
The big tech's new payment products announcements may signal a strategic shift away from direct participation in favor of networking.
How Banks Can Get Past the AI Hype and Deliver Real Results
Don't get swept along by GenAI hype. Know what your bank is doing — and why, says a Forrester expert.
APIs Are the Building Blocks of Bank Innovation. But They Have a Risky Dark Side
APIs increasingly drive banks' digital progress, but fraud and security risks are also accumulating rapidly.
Even as Financial Worries Grow, U.S. Consumers Keep Using Credit Cards
Inflation keeps many Americans relying more and more on credit cards to get by. Meanwhile, lenders favor super prime borrowers.
U.S. Bank Targets Kids as Lifetime Customers With Greenlight App Integration
Embedding a partner fintech's special kid's account in the bank's app can retain customers today and perhaps grow new ones.
Where is Visa Headed with its ‘Flexible Credential’ Concept?
'One card to rule them all' is one guess. But it's barely an explanation in the competitive payments space. Experts debate Visa's long game.
CFPB’s Foray into BNPL Regulation Stirs Ire and Interest
The bureau's 'interpretive rule' used a regulatory fast pass to get on the books ahead of the election cycle. Will it work?
Overheard at the Forum: How Colony Bank Hired a Fintech Creator to Jump Start Innovation
Start with the basics and keep your eye on what makes sense for a community bank amid all the shiny whistles.
5 Must-Read Takeaways from Chase Bank’s Investor Day
While JPMorgan Chase notched many wins, Jamie Dimon also focused on economic and financial issues no banker can ignore.
Why Retail Bank Onboarding is a Start, Not a Finish
Onboarding is not just about activating customer relationships. The right onboarding process must broaden and deepen relationships over time.
Overheard at the Forum: How Apple FCU Gives Innovation a Nudge
People often think innovation means inventing the next iPhone. More often it can means a small change that makes a bigger process work better.
‘Innovation Theater’ in Banking Gives Way to a More Realistic and Productive Function
GenAI is changing the ground rules of banking innovation, accelerating shifts that had already begun.
Why Issues with Customer Service Are Hurting Satisfaction with Direct Banks
While their ratings have fallen versus 2022, direct banks still outdo all other provider categories.
