60% of consumers who say they are in a happy banking relationship say they also experience less financial stress than everyone else.
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.
IBM research explores the immense yet balanced potential of generative AI across innovating customer value, optimizing operations, and managing risks.
Popular Articles within Customer Experience in Banking:
Consumers think mobile interactions with their bank should be predictive and in real time. Unfortunately, banks have been slow to respond.
59% of Chase customers say they are "satisfied" or "extremely satisfied," compared to Citi at 55%, BofA at 48% and Wells Fargo at 47%.
A study by J.D. Power & Associates explores three critical challenges facing banks — all directly impacting the customer experience.
This study compares satisfaction levels with retail banks across consumers in 11 different U.S. regions. Who scored the highest? The lowest?
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.
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?
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.
Even though banking customers say they are more satisfied with their institution than last year, banks aren’t back in good graces yet.
People say they are more satisfied with banks, and are less likely to switch when compared with last year. Are things turning around?
This study shows just how bad consumer sentiment has turned towards big banks. But people still love their credit unions.
Banks' relationships with UK customers struggle, with Gen-Y being the hardest to please. But, two-thirds use online banking at least weekly.
An annual survey of banking customers and bank leaders reveal how banks need to invest and engage customers in 2024 to earn their loyalty.
Request a demo of this leading CMS for banks and credit unions wanting to deliver an exceptional digital customer experience and receive a gift card.
Half trust financial firms less, citing honest communication and transparency as keys to their banking reputation.
An in-depth look at the issues involved with developing a chat strategy for your website — from people and processes to costs and technology.
It's no surprise then that few Americans say they believe banks. But the researchers at Harris decided to quantify the level of distrust.
Big data points on household credit card debt, how many people are considered 'Active Savers' and how optimistic people are about banking.
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 article on the new space, Navy Federal stumbled onto sustainable architecture in an attempt to improve the work environment for employees. Ebb Ebbesen, SVP of construction and process improvements at […]