The regional bank is using a test-and-learn approach with its new digital assistant, which has already improved contact center
Choosing an analytics platform is a big decision, and it's hard to see through vendor marketing messages. Here's what to look out
Issues range from the sagging mortgage market to ongoing BNPL growth to banks and credit unions being data rich and information
Technology tools like crowdsourced innovation ideas and artificial intelligence create opportunities to push bank service to the next
Community financial institutions share artificial intelligence tactics that help them optimize their sales and marketing efforts.
Changing habits at a 135 year-old bank is hard for both leadership and staff. Data analytics is a particular challenge, says Liz
Banks will make better use of data to enhance decision making, automate processes and personalize CX. Here's how they can get
The way forward for banks and credit unions is to lean into lessons from fintechs, and use data to put their own spin on the best ideas.
Traditional segmentation models are woefully inadequate. Here's how banking personas and qualitative data improves
To help customers navigate financial decisions, top-performing bank marketers must be able to extract — and act on — insights
Despite emphasis on data and the deployment of many artificial intelligence solutions, banking is far from achieving the full benefits of
Nontraditional data enables bank marketers to enhance retail and small business account acquisition. Here's how to make the data
Customer trends demand banks focus on personalization. The solution lies in machine-learning, data analytics and artificial inteligence.
New third-party data options can help bank marketers create a more precise picture of the most valuable customers and prospects.
Successful bank marketing requires a holistic view of the customer, driven by effective use of data. Three competencies bring this
Nearly all marketers know they need to personalize, but few are sure of their ability to do so. It doesn't require AI, but data is
The competitive pressure for banks to increase use of AI is running smack into growing pushback over model bias. 'Explainable AI' can
Without the right data and analytics tools — and a strategy for using them — 'customer-centric' will only be
More nuanced now, thanks to AI advances, chatbots increasingly work in concert with humans to serve customers and even train
Relying too much on chatbots for online conversations frustrates customers. A hybrid approach integrates AI technology with human
Many banking technologies leverage artificial intelligence and machine learning, but not knowing what's inside the black box can be
Chatbots can reduce bank call center workloads, but wrong ideas about the typical makeup of call and chat traffic leads to poor