In order to succeed in digital banking, financial institutions will have to partner with third-party fintechs, says vice president of digital experience at Citadel Credit Union, Courtney Rowan.
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.
Banks that lead with bold customer value strategies can reinvigorate relevance and relationships, improving trust, engagement and loyalty.
Popular Articles within Customer Experience in Banking:
Bank of America, Fifth Third and many other banks and credit unions bring in focus groups for product development and more.
Higher rates have commoditized mortgages more than before. To stand out, lenders must provide guidance to borrowers early in home shopping.
New research explores customer engagement trends — among both bankers and consumers — and points to four ways to improve engagement.
Complaints give bank marketers key insights into ways to improve their financial institution. Don't let these opportunities go to waste.
Personalization doesn’t have to be complex or expensive. It just needs to show bank customers that they’re more than an account number.
The experience banking provides must catch up to consumers' increasing expectations around digital delivery and service.
There’s no reason community banks and credit unions can’t provide an omnichannel experience. Here are four essentials for any CX solution.
Personalization is a perennial banking buzzword. But it’s time for traditional banks and credit unions to rethink what it means.
Financial institutions that want to add in-branch self-service options can see benefits and improve ROI even with incremental steps.
Three out of five people want more than one financial institution to bank with, detracting from loyalty in a saturated market.
Banks and credit unions that aren't ready to invest in humanized digital engagement, and could risk losing market share and channel engagement, says Coconut Software's CEO Katherine Regnier.
Should you create a new digital bank brand to attract new customers? The answer is, 'It depends.' Here’s some insight for figuring it out.
Addressing increased financial stress has moved ahead of speed and efficiency as a driver of customer satisfaction with banking providers.
Rising debt and inflation are making consumers uncertain about their financial future. Banking providers have an opportunity to help.
With all the focus on technology during a tech conversion or rollout, it's easy to forget to support and train frontline staff and customers.
New study also finds a quarter of Millennials already regard a tech/fintech company (e.g. Apple, Venmo) as their primary financial provider.
There are branches, mobile branches, ATMs and digital banks. How about app-based home delivery of banking services? Yup. Check this out.
Behavioral science is critical for banks to understand how consumers will react to various tactics and strategies, says HBT Marketing's co-founder Nancy Harhut.
Traditional segmentation models are woefully inadequate. Here's how banking personas and qualitative data improves targeting.
To reduce customer (and staff) frustration, banks and credit unions must modernize obsolete call center practices and technologies.
To help customers navigate financial decisions, top-performing bank marketers must be able to extract — and act on — insights instantly.