Articles and trends affecting the customer experience in banking, including digital CX, customer engagement, personalization, chatbots, virtual assistants, and customer journey strategies.
The Financial Brand recently argued that these common customer feedback tools have little value. We disagree — here's why.
Why Banks and Credit Unions Should Care More About Online Reviews
Banks don't even need many reviews to move the needle: Research reveals that 86% of people will trust a local bank with as few as 10 reviews.
How to Automate with the Banking Customer in Mind — and Create A Smoother CX
Automation tools simplify transactions, ensuring customer satisfaction and loyalty. In today's informed market, banks must capitalize on customer engagements — or risk reputational damage.
How Much Do Online Reviews Matter to Banking Decisions? A Whole Lot.
Almost 90% of banking consumers say they consult user-generated online reviews to make their banking decisions.
Counterpoint: Why NPS and Surveys Don’t Suck
The Financial Brand recently argued that these common customer feedback tools have little value. We disagree — here's why.
Winning When Customers Win: Transforming Consumer Finance
LendingClub CEO Scott Sanborn discusses the company's evolution since acquiring Radius Bank, the advantages of their marketplace model and the future of consumer finance.
Removing Friction from the Lending Experience
Tim Wheeler, Chief Lending Officer at Fortera Credit Union discusses the importance of simplifying the digital borrowing process for members at a time when consumers expect seamless experiences.
The Personalization Paradox: Can Banks Delight Customers Without Creeping Them Out?
Banks are heavily investing in personalization to improve customer experience and drive engagement. But is there such a thing as overdoing it?
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.
Mind the Gaps: Discover How to Stop Customer Demand From Slipping Through the Cracks in Their Journey
Learn tips identifying your biggest demand leaks – and plugging them fast – using the right mix of people, processes, and tech.
To Fight Waning Consumer Loyalty, Here’s How Marketers Can Shift Focus and Tactics
The primacy of product and offers, particularly among younger customers, prioritizes channel and messaging over brand.
5 Critical CX Strategies to Drive Growth and Build Loyalty
Customers are quick to delete or scroll past messages that aren’t personalized, even as they expect faster response times – in every channel.
Don’t Ask Your Bank Customers If They’re Happy. Watch What They Do, Instead.
Surveys and NPS scores face growing skepticism. But widespread dissatisfaction begs the question: What do you replace them with?
Fintechs’ Cool Factor vs. Banks’ Staying Power: Which Will Prevail Long-term?
Sleek fintech apps attract new customers, but traditional banks offer stability, guidance, and comprehensive financial services. Who will win the battle for long-term consumer loyalty?
Attention to Branch Basics Can Stem Account Attrition
Dissatisfaction with banks could hike attrition in 2024. The solutions begin with simple behavioral adjustments in branches and call centers.
Consumers’ Finances Are Stressed — And Its Getting Worse, Fast
Benchmark measures of economic insecurity are up 50% since 2021. Some lenders should stage interventions.
Winning the Pricing Marathon: Behavioral Economics in Banking
Q&A: Melina Palmer shares how banks can leverage behavioral insights to optimize pricing, boost loyalty, and win the race for digital growth.
Bank Customers are Happy, But Their Loyalty is Fragile
Most consumers love their primary banks. That doesn't mean they won't take their business elsewhere.
It’s Time for Banks to Shift to Trust-Centered Customer Relationships
Consumer attitudes about data privacy are changing — and the dynamics of power are shifting in their favor.
Webinar: Measuring What Matters—Unlocking ROI in Bank CX + Digital Platform Management
This webinar covers a framework you can follow to identify, measure, and maximize the value of the most critical customer/digital experience.
Building Financial Wellness Strengthens Relationships
Rochelle Gorey, CEO and founder of Springfour and Anuj Vohra from BMO Financial Group, discuss how unique financial wellness tools can improve customer credit results while increasing loyalty.
Size Doesn’t Always Define Digital Maturity in Banking
New analysis shows digital prowess stems not from asset size alone. There must be a culture that accepts change and client-obsessed mindsets.
Meet the AI Serving Customers at United Bank
Using AI to serve accountholders might seem like science fiction, but there's one talking with a bank's customers right now. Here's how United Bank in Georgia is improving efficiency and customer experience with AI.
