Articles and trends affecting the customer experience in banking, including digital CX, customer engagement, personalization, chatbots, virtual assistants, and customer journey strategies.
Bain & Company, Kantar and Qualtrics have collaborated to develop a new set of customer experience standards they hope can serve as a universal benchmark for CX excellence across industries.
Digital Blind Spots Kill Financial Institution CX on Every Front
How easily can people find answers on your website, mobile app and on the phone? Slower than fast is fatal for banks and credit unions.
5 Vital CX Lessons Financial Institutions Can Extract from the Crisis
The first should be clear: 'Digital Rules.' But human interaction, delivered in new ways, is also crucial for improved customer experience.
Taking Consumers’ Pulse Is More Critical Than Ever During COVID-19
Sending surveys for a reading on the consumers you serve might seem ill-timed during the pandemic. But people like being checked up on.
How Banks Can 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 gap.
Financial Irrationality During COVID-19 Crisis in Banking
Consumers don't act rationally with money during chaotic times, says author Dan Ariely. Understanding the psychology behind these customers is critical.
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 sharply.
COVID-19 Will Change The Way Consumers Bank Forever
Head of digital banking Jamie Warder says KeyBank is quickly becoming a digital bank, although it still supports digital channels. How are they accomplishing it?
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 options.
How Digital Banking Can Be a Gateway to Deeper Consumer Engagement
Efficient and seamless digital transactions are not the goal, but the starting point for personalized banking, including branch experiences.
Transforming Consumer Experiences With Personalization
Personalized experiences — regardless of the channel — is critical to banking's digital transformation, says Personetics' Jody Bhagat. But, there is a massive gap in the banking industry.
Beyond Personalization: Three Reasons to Focus on Customer Journeys
By using the data they already possess, banks and credit unions can create the kind of orchestrated customer journey consumers expect.
How Banks & Credit Unions Can Turn Good Service Into Awesome CX
Five experts identify the roadblocks to great customer experience as well as the cultural, digital and data-related means to overcome them.
Essential Marketing Strategies for Fintech-Bank Partnerships
Partnerships are becoming a core competency for banks and credit unions. Five steps will help ensure a successful collaboration.
Unlocking Siloed CX Data Vital for Banking Providers to Beat Fintechs
Many customer experience projects exist in banks and credit unions, but few use the data strategically. That oversight could be costly.
How Personalization Strategies Can Backfire on Financial Marketers
No strategy, poor execution and even 'algorithmic hacking' can doom banking efforts to personalize marketing via artificial intelligence.
How to Win Tomorrow’s Digital Banking Consumer
The customer experience is the crux of a traditional financial institution's strategy. However, author and futurist Blake Morgan says banks and credit unions need to walk more than they talk, and understand what customers need.
Consumers Equate ‘Great CX’ With Faster Payments
While modern payment methods better suit consumer needs, bank and credit union financial marketers must help them make a major transition.
5 Customer Experience Trends for Banking in 2020
Consumers no longer base their loyalty on price or product, but instead on the experience they receive from their bank or credit union.
16 Must-Have Mobile Banking Features that Raise the CX Bar
Here are some of the advanced features that can have a big impact on bank and credit union success, including examples of actual apps.
Why The Banking Industry Must Get Digital CX Right
Banks aren't meeting minimal digital CX expectations. This requires using data and advanced analytics to become a better financial partner.
Reinventing the Retail Banking Experience in a Digital World
BNP Paribas COO Sophie Heller talks about personalization, how innovation labs don't work, and why big tech banking isn't a slam dunk.
Reinventing the Customer Experience in a Digital World
BNP Paribas is navigating an open banking environment, just as any financial institution should. Its chief operating officer Sophie Heller explains how banks can launch similar integrated operating models.
