Branches in Decline and Subpar Digital CX Frustrate Banking Consumers
With the number of physical branches decreasing and new competitors increasing, the need for improved digital banking capabilities has never been greater.
Articles and trends affecting the customer experience in banking, including digital CX, customer engagement, personalization, chatbots, virtual assistants, and customer journey strategies.
IBM research explores the immense yet balanced potential of generative AI across innovating customer value, optimizing operations, and managing risks.
With the number of physical branches decreasing and new competitors increasing, the need for improved digital banking capabilities has never been greater.
More data, new analytics technologies are making it easier to evaluate the credit worthiness of consumers previously "credit invisible."
Is there a future for traditional banks and credit unions? Yes, but everything now hinges entirely on the digital experience they deliver.
To maximize the ROI of digital lending, front-office processes and marketing communications must all be digitally-driven.
When you try to personalize your marketing communications and fail, you lose people's trust and undermine your brand.
Banking providers must mimic many of the customer experience strategies that have made Amazon a success in the digital landscape.
With a culture of impatience, Millennials and other digital consumers expect banking to be seamless and easy to use, 24/7/365.
Most banks aren't familiar with design thinking. But some believe it has the power to give them a competitive edge bY improving CX.
Community banks must use data analytics to redefine the 'community' they serve and build marketing strategies around new segmentation models.
Despite what financial institutions think or how they want consumers to behave, people will never do all their banking digitally. Here's why.
Improving the digital customer experience is the only way for banks and credit unions to grow market share and enhance loyalty and trust.
Real-time, personalized recommendations in banking are now possible thanks to big data, advanced analytics and new digital technologies.
How can you optimize your landing pages for success? The answer lies in harnessing AI-led solutions to deliver seamless, personalized user experiences.
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Explore practical strategies and methodologies credit unions can employ to maintain a competitive edge, ensure sustainable growth, and optimize lending programs.
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Consumers enjoy hyper personalized experiences from the likes of Amazon, Netflix and Google. And then there's banking...
Customers expect to have their issues resolved when and where they choose to do business, whether that’s online, in a branch or on a device.
You can have a great idea for a new product or tool, but in the digital-first world you need killer UX to create a breakthrough experience.
Four out of five financial institutions think their mobile experience scores a "7" on a ten-point scale. They aren't listening to consumers, who don't agree.
Conversational voice-first applications are potentially one of the most important digital trends in banking today.
When half of all new accounts are opened digitally, will financial institutions be ready to sever their umbilical dependence on branches?
In the era of digital banking, the role of call centers is to help customers enjoy the best possible experience in their channel of choice.
Banking providers must be sensitive to the bond people have with their money, and do everything possible to assuage their security fears.
Credit unions still have a big awareness problem. People don't know what credit unions are, what they offer, or who can join.
Consumers with an emotional connection with their financial services provider generate significantly more value for the bank or credit union.
Building a new banking website is a big investment – in time and money. Read on for five ways to make sure yours pays off.
Learn how to spot a liquidity crunch and the top pain points digital lenders should have an action plan to address.
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