Rates of bank switching have been low recently, but new research points to a sharp uptick driven by very different factors from the past.
Customer Experience in Banking
Articles and trends affecting the customer experience in banking, including digital CX, customer engagement, personalization, chatbots, virtual assistants, and customer journey strategies.
Banks that lead with bold customer value strategies can reinvigorate relevance and relationships, improving trust, engagement and loyalty.
Popular Articles within Customer Experience in Banking:
Balancing customer experience and identity control challenges banking providers competing in the digital arena. Best practices are emerging.
Financial institutions must rethink how they engage and connect with consumers, using personalized, real-time, and consistent communication.
Digital design is not just about what a product looks like. It's about how consumers feel about it. Seven techniques can help achieve that.
Without building trust in artificial intelligence and what's in it for consumers, banks and credit unions will see improvements halt.
People don't lightly change financial institutions. Knowing why they might move helps marketers retain their customers and snatch rivals'.
Mid-size and smaller banks and credit unions urgently seek ways to keep deposits from leaving. AI-powered personalization tools can help.
The customer experience at banks and credit unions has not improved measurably, despite significant investments in digital transformation.
Today's consumers expect improvements that combine better personalization, speed, contextuality and privacy.
Assessing every consumer interaction, in-person and digital, is a massive task. A senior Bank of America exec explains how she makes it work.
They're still called phones, but financial institutions can use these pocket computers to remake the entire consumer banking relationship.
Niche bank aims to serve digital entrepreneurs with high-tech, low-cost solutions that make banking bearable again.
Lessons from Google brand executive on humanizing the digital banking experience through technology and data.
Advanced chatbots and other tech driven by artificial intelligence will bring banking menus closer to consumer appetites and fintech appeal.
These days, 'one-size-fits-all' banking doesn't fit anybody. Everyone expects a tailored approach to banking services.
Financial institutions are not keeping pace with consumer expectations, impacting customer satisfaction across all channels.
Better technology and consumer acceptance are making live video chat a must-have for financial marketers in banking.
How a mobile banking brand puts creativity and flexibility ahead of 'by the book' rules and wins fans among its digital consumer base.
Americans love to complain about the greedy rich, but still believe hard work and smarts can help them become wealthy one day.
Delivering a superior experience in all channels is tough, but essential if banking providers want to be consumers' first choice.
Research finds many banking holdouts budgeting for customer relationship management software to help fend off rising digital competition.
When deploying a new chatbot, the technology isn't the tough part. A chatbot with the wrong tone hurts both CX and your brand.