Client communications

Inside look: A Merrill Lynch investigation into broker cold-calling

02/10/21

Documents shed light on how two brokers overseeing trainees allegedly called hundreds of phone numbers on Merrill’s Do Not Call list.

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Access Denied: The financial media

12/28/20

Just like the industries that they cover, the lack of Black representation among news outlets acts as a barrier against understanding and eliminating systemic racism.

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Consumers are anxious. Credit unions can be a calming force.

11/06/20

The industry has an opportunity to build deeper relationships with members right now by communicating in a proactive and empathetic way.

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How regional banks edged out larger rivals in reputation rankings

08/31/20

The results of the American Banker/RepTrak Survey of Bank Reputations underscore the importance of communicating in a crisis.

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Small banks don’t have to win the tech race to come out ahead

10/03/19

Good customer service, layered with new technology, gives community banks an advantage over big banks.

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CFPB plan a mixed bag for debt collectors

05/07/19

The long-awaited proposal includes safe harbors to protect collectors from getting sued, but would restrict phone collection attempts and allow borrowers to opt out of receiving other communications.

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‘Will software eat the world?’

12/07/18

Many digital-only robos are slowly adding human advisors.

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Why advisors need to fix clunky tech

12/07/18

The digital customer experience is getting better. Firms should take notice.

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All in the wrist: Smartwatches centerpiece of HSBC branch pilot

11/08/18

Staffers at the bank's flagship, multilevel branch in Manhattan say wearable tech has proven ideal for discreet communication among each other to speed customer service.

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