Call Center Staff Can’t Help Customers If They Can’t Find Key Data
Banks and credit unions sit on a wealth of data, but customer service staff has trouble finding it. Improving 'enterprise search' is imperative.
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.
Banks and credit unions sit on a wealth of data, but customer service staff has trouble finding it. Improving 'enterprise search' is imperative.
Most consumers make cafeteria-style banking choices these days, establishing relationships with multiple traditional and digital providers. But now fintechs are turning these flirtations into primary checking account relationships at a rapid pace.
To improve customer experience, banks must commit to digital transformation, focus on CX and invest in differentiated CX strategies.
Customer engagement is not a static exercise, but a journey that requires an entire organization's rising to consumer expectations.
Future-focused leaders must assess how employees' and customers' mindsets have shifted, then act accordingly, adjusting everything from benefits to branding.
Winning the struggle for deposits demands better strategies than banking used in the past. Begin with a better understanding of consumers.
An Oscar-winning documentary filmmaker shows relationships Huntington bankers have with real customers they’ve helped in advertising campaign.
A survey of small business owners points to opportunities for banks and credit unions to deepen these relationships. One immediate priority should be more communication.
Is your financial institution offering all the mobile banking features customers expect? And how intuitive is the app for users?
Stop wondering how other banks and credit unions are using generative AI tools like ChatGPT and start experimenting — because prompt engineering is our destiny.
With artificial intelligence tools like ChatGPT, financial institutions see potential to improve the customer experience. But how far can they take it?
Consumers are aware of data privacy risks, but they continue to share personal information hoping to get improved experiences.
This eBook explains how to grow low-cost core deposits while creating primary financial institution relationships.
Read More about Ready to start creating real deposit growth that lasts?
Copy: Explore the big ideas, new innovations and latest trends reshaping banking at The Financial Brand Forum this May. Will you be there?
Read More about New Ideas & Groundbreaking Innovations in Banking for 2024
Deep Varma from Alkami explains how modern technology can enable a next-generation sales and service platform that increases revenue and lowers costs for financial institutions.
Hassles like a balky app or long lines at a branch are far more consequential these days, with customers already thinking about moving deposits for a better rate. Exceeding expectations is key.
Learn how to stand out and show your consumers you care, and how to anticipate and fulfill their needs while protecting their privacy.
There is a significant gap between what consumers expect and what banks deliver around personalized financial insights and advice.
Few banks or credit unions have chief behavioral officers, but the benefits to customer and employee experience are plenty.
How can traditional banks and credit unions protect their primary relationship status with customers when they start to stray?
Learn how creating a holistic view of the customer journey, can help drive higher NPS, CSAT and greater customer engagement.
David Feuer of Galileo shares why building an end-to-end digital platform can support customer journeys from the inside-out, delivering contextual solutions in real-time supported by data and analytics.
Soaring fraud and identity theft are a chance to improve customer experience, as long as the remedies don't hinder digital banking speed.
Check out how banks and fintechs are trying to reassure customers worried about their deposits, with examples from social media and email.
90% of customers want to reply to texts from their financial institution. Meet them where they are with two-way SMS text.
Read More about Don’t Get Left Behind. Your Customers Need SMS Texting.
Love is a choice. Do it right or wing it? One yields long-lasting relationships. The other? Learn how bankers use data to do it right.
Read More about How to Love Your Account Holders in the Digital Age