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.
Cracking The Code On 3 Major Customer Experience Trends In Retail Banking
A study by J.D. Power & Associates explores three critical challenges facing banks — all directly impacting the customer experience.
Customer Service Champs: JD Power Ranks U.S. Retail Banks
This study compares satisfaction levels with retail banks across consumers in 11 different U.S. regions. Who scored the highest? The lowest?
Customer Service 2.0: The Importance of Live Chat In Banking
Consumers increasingly expect live online chat, but banks and credit unions lag behind. 4 out of every 5 currently don't offer the service... but they should.
9 Critical Ways Financial Institutions Should Rebuild Trust With Consumers
Here are nine ways consumers weigh their trust in banks. How does your financial institution perform, and what weak spots do you need to fix?
Study Shows Consumers Distrust Banks More Than Any Other Industry
Less than half of the public trust banks to do what is right, making them the least-trusted industries on earth for the second year in a row.
Customers Hold Grudge With Referrals Against The Banks That Blew Their Trust
Even though banking customers say they are more satisfied with their institution than last year, banks aren’t back in good graces yet.
Despite Turbulent Year, Consumers Are More Satisfied With Banks & Credit Unions
People say they are more satisfied with banks, and are less likely to switch when compared with last year. Are things turning around?
Consumers Sour on Big Banks, Sweet on Credit Unions
This study shows just how bad consumer sentiment has turned towards big banks. But people still love their credit unions.
UK Banks Feel Pressure as Satisfaction & Loyalty Sink
Banks' relationships with UK customers struggle, with Gen-Y being the hardest to please. But, two-thirds use online banking at least weekly.
How to Reverse the Loss of Trust in Financial Institutions
Half trust financial firms less, citing honest communication and transparency as keys to their banking reputation.
Maximize Your Website by Humanizing It with Live Online Chat
An in-depth look at the issues involved with developing a chat strategy for your website — from people and processes to costs and technology.
Apparently Customers Think Financial Institutions Are All Liars
It's no surprise then that few Americans say they believe banks. But the researchers at Harris decided to quantify the level of distrust.
Datahead: The Reality of Today’s Financial Consumer
Big data points on household credit card debt, how many people are considered 'Active Savers' and how optimistic people are about banking.
‘Green’ call center credited for 43% reduction in turnover
Facebook Twitter LinkedIn Email Print Subscribe Now! Stay on top of all the latest news and trends in banking industry.Email(Required) Untitled(Required) I accept the Terms & Conditions and Privacy Policy. Navy Federal Credit Union is attributing its ‘green’ corporate campus for dropping employee turnover from 60% annually to 17%, a 43% reduction. According to an […]
