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.
Reaching Digital Maturity With Continuous Product Design
Continuous product design — along with real-time data — can be institution-changing for banks and credit unions struggling to keep up with new back-end technologies, says Quantum Metric's founder and CEO Mario Ciabarra.
Think Like a Brand, Not a Bank: Key Insights for Financial Marketers
Most banks attack marketing — and branding — all wrong in the 21st century. Two experienced marketers explain how to get it right in a new book.
Banking Lags In Digital Experience: Three Ways to Reverse the Trend
Too many banks and credit unions are neglecting the digital experiences customers really want. Here’s what they’re missing.
Banks’ Digital Transformation Pace Is Too Slow for Consumers
People increasingly demand excellent digital experiences from all businesses, but many banks have fallen behind with their digital CX.
Daylight: Meeting the Unique Needs of the LGBTQ+ Community
Nearly 30 million Americans consider themselves part of the LGBTQ+ community, but how banks and credit unions market LGBTQ-friendly products? Daylight is doing that, says CEO Rob Curtis.
Why CX Now Makes or Breaks Banking Brands
Earning trust in banking hinges on a combination of customer experience, product quality, and data privacy. But CX is most critical.
Webinar: How Bank Back Office & Branch Are Key to Differentiated CX
Banks who are differentiating themselves on CX are breaking down silos and connecting not just digital channels – but all channels.
Identity Fraud is a Customer Experience Opportunity
As financial institutions invest more in new technologies, they must also keep an eye on identify fraud and the solutions on the market to mitigate the risks, says TransUnion's senior director of global identity and fraud Chad Gluff.
Economic Fears Give Banks a Big Chance to Offer Personalized Insights
Banks are not delivering the personalized solutions and advice expected by consumers during current challenging economic times.
Rising Rates Raise the Bar for Digital Customer Service in Banking
Higher rates are changing consumer behavior and squeezing IT budgets, but focused CX investments can help banks through the challenge.
Consumers Expect Financial Advice: Banks Are Falling Short
If advice is the cornerstone of retail banking's future, there's a problem. New data finds consumers are not impressed with big U.S. banks.
Customer Experience Strategies in Banking: What’s Trending
Financial institutions are upgrading their customer experience in big ways. Their focus: conversational AI, analytics and integrated video.
How to Prepare for the Engagement Banking Revolution
Did you know you can win customers (for life) through embedded banking? It's a critical part of the new banking CX, says Backbase's chief executive officer and founder Jouk Pleiter.
Critical Strategies to Meet Increasing Digital Banking Expectations
Customers expect their bank to know them, provide easy and transparent services and to use data to anticipate their personalized needs.
Customer Engagement: The Key to Differentiation in Banking
To build stronger customer relationships in uncertain times, banks must recognize the need for a holistic customer engagement strategy.
From Personalization to Profits in Banking
Personalization is a key strategic priority for any financial institution wanting to distinguish themselves from other banks and fintech competitors. Jim Stapleton, senior vice president of Epsilon explains what goes into it.
4 Ways Conversational Banking Boosts Your Bottom Line
Relying too much on chatbots for online conversations frustrates customers. A hybrid approach integrates AI technology with human input.
The Gap Between Products Banks Offer & What Consumers Really Need
Forrester's annual bank CX rankings reveal an important shift in what consumers feel leads to the best retail banking experiences.
Banks Boost Innovation Budgets and Shift Focus From CX to Operations
Easing of pandemic pressures hasn't diminished innovation spending — three quarters of banks have increased it. But their goals have changed.
The Key to Bank Growth Is Stressing Relationships Over Transactions
Why would a consumer choose a traditional banking provider over a fintech? Becoming the person's financial guide could be the differentiator.
Building Banking Relationships Beyond Transactions
Customers who view their bank only in terms of efficient transactions are the least loyal and most likely to open a new account elsewhere.
Consumers Expect Personalization at Every Banking Touchpoint
Banks must create an easy and efficient digital experience and differentiate their brand by using data and insights to increase engagement.
