Articles and trends affecting the customer experience in banking, including digital CX, customer engagement, personalization, chatbots, virtual assistants, and customer journey strategies.
Bain & Company, Kantar and Qualtrics have collaborated to develop a new set of customer experience standards they hope can serve as a universal benchmark for CX excellence across industries.
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.
The New Role Financial Wellness Plays in Banks’ CX Strategies
Now that consumers' financial conditions and work/life priorities have changed, banks and credit unions must recalibrate customer experience.
4 Ways Citizens Bank Keeps ‘Human’ in Its Digital Banking Experience
Consumers expect a great digital banking experience but also want a human connection. Here's how Citizens Bank strikes a balance.
Banks Struggle to Provide Personalized Engagement: Here’s Why
Personalized, proactive experiences are what consumers want in banking. Data and analytics are ways to deliver, but progress lags badly.
Banks Failing to Use Data Analytics to Build Customer Loyalty
Personalization strategies not only support improved results in customer acquisition and cross-selling. They are now a basic expectation.
What Banks Can Learn From Fintechs to Cultivate Customer Relationships
Great customer experience alone won’t keep customers from joining fintechs. Banks must use data to build an emotional bond based on outcomes.
7 Proven Ways to Deliver Exceptional Customer Experiences in Banking
Banks and credit unions must provide data-driven personalized solutions that help consumers become more financially secure.
Why Good UX & Strong Security Are Critical in Mobile Banking
No trade-off is needed between good user experience and security in mobile banking. Consumers will abandon overly complex banking apps.
How and Why Frost Bank Loves Open Banking & Data Sharing
Frost Bank's data-sharing deal with Plaid — its first big step in open banking — was driven by customers' demand to synch with fintech apps.
Customer Identity: Balancing Security and Seamless Banking Experiences
As tech investments ramp up, so does the need for advanced security measures to protect both consumer and financial institution data. It's hard, but you can balance the two says IDology's Heidi Hunter.
3 Ways Banks Can Jumpstart Digital CX Without Risking Everything
Consumers prefer a digital experience, but many banks cling to phone-first methods with digital add-ons. Three steps help create digital CX.
How Bank of America Personalizes Financial Wellness for 67 Million Customers
Bank of America was the first financial institution to be certified by JD Power for financial health support, says president of retail banking Holly O'Neill. How'd the bank do it?
How to Build Humanized Digital Banking through Personalization
A frictionless, relevant experience is the foundation for serving consumers on their terms. Real-time data analytics provides the framework.
