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.
Banking Must Partner for Digital Banking Transformation Success
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.
Can You Handle the Truth? The Big Lessons Focus Groups Are Teaching Banks
Bank of America, Fifth Third and many other banks and credit unions bring in focus groups for product development and more.
Timely Advice Beats a Rate-Only Mortgage Lending Strategy
Higher rates have commoditized mortgages more than before. To stand out, lenders must provide guidance to borrowers early in home shopping.
Better Customer Engagement Is Essential to Help Banks Differentiate
New research explores customer engagement trends — among both bankers and consumers — and points to four ways to improve engagement.
Banking Complaints: 4 Ways to Turn Gripes Into Account Growth
Complaints give bank marketers key insights into ways to improve their financial institution. Don't let these opportunities go to waste.
Meeting Customer Demand for a Tailored Banking Experience
Personalization doesn’t have to be complex or expensive. It just needs to show bank customers that they’re more than an account number.
Top 5 Customer Experience Trends for 2023 and Beyond
The experience banking provides must catch up to consumers' increasing expectations around digital delivery and service.
How Digital CX Technology Gives Local Financial Institutions an Edge
There’s no reason community banks and credit unions can’t provide an omnichannel experience. Here are four essentials for any CX solution.
Customers in Control: What Personalized Banking Means Now
Personalization is a perennial banking buzzword. But it’s time for traditional banks and credit unions to rethink what it means.
Four Ways Branch Self-Service Improves CX and Reduces Costs
Financial institutions that want to add in-branch self-service options can see benefits and improve ROI even with incremental steps.
The Keys to Solving Banking’s Customer Loyalty & Retention Problems
Three out of five people want more than one financial institution to bank with, detracting from loyalty in a saturated market.
Humanized Digital Engagement Propels Growth in Banking
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.
Accelerating Bank Growth With the Right Digital CX & Brand Strategy
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.
Why Banks Must Change Their Approach to Financial Wellness
Addressing increased financial stress has moved ahead of speed and efficiency as a driver of customer satisfaction with banking providers.
Combatting the Sobering Reality of Financial Stress
Rising debt and inflation are making consumers uncertain about their financial future. Banking providers have an opportunity to help.
Maximize Return on Bank Tech Investments By Adding a Human Touch
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.
2 in 5 Consumers Predict the Bank of the Future Will Be a Tech Company
New study also finds a quarter of Millennials already regard a tech/fintech company (e.g. Apple, Venmo) as their primary financial provider.
Innovate Like Amazon: How One Bank Delivers Banking to People’s Doors
There are branches, mobile branches, ATMs and digital banks. How about app-based home delivery of banking services? Yup. Check this out.
Using Behavioral Science for Financial Marketing Success
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.
Psychographics vs. Demographics: How to Segment Bank Customers
Traditional segmentation models are woefully inadequate. Here's how banking personas and qualitative data improves targeting.
Bank Call Centers Are Broken: Here’s What Needs to be Fixed
To reduce customer (and staff) frustration, banks and credit unions must modernize obsolete call center practices and technologies.
Better Banking Experiences Require Real-Time Data Insights
To help customers navigate financial decisions, top-performing bank marketers must be able to extract — and act on — insights instantly.
