News Topic: Customer-centricity

Few lenders are finding creative ways to provide much-needed financial advice and emergency services online. ... Read full article

With brick-and-mortar locations dwindling, it’s even more important to meet potential customers in the field. ... Read full article

Banks are increasingly turning to outsiders like Nikki Katz, a former Disney executive now at Bank of America, and Joel Kashuba, formerly of Procter & Gamble and now at Fifth Third, to help build their digital experiences. ... Read full article

Customers are starting to reveal more to private bankers when they use GoTo, the bank's strategy chief Rilla Delorier says. ... Read full article

Management success isn’t about adopting the latest technology craze or exuding charisma, it’s about prioritizing employees and customers. ... Read full article

One bank is tracking the habits of its 4.4 million customers, giving them discounts on services if they visit the gym or get a flu shot. Other companies may soon follow suit. ... Read full article

The new ad illustrates how banks are going beyond traditional promotions to try and find something that customers will share on their own. ... Read full article

The bank has long collected data about digital interactions. Now it’s adding tech to gain knowledge from phone call to better understand each customer. ... Read full article

Financial firms must follow customers from mobile devices to desktop and back without missing a beat. ... Read full article

Forrester principal analyst Alyson Clarke explains why the two nonbanks fared well in a recent survey of 110,000 Americans. ... Read full article

First it was coffee and car service, and now it could be cashier’s checks and debit cards. Matt Krogstad left his bank job to build tech that lets bank customers order products at the press of a button and pick them up at a branch or get delivery. ... Read full article

Bigger rivals are making inroads into small banks' bread-and-butter business line, yet the leaders of three community banks say they just need to keep doing what they do best — personal service — but work harder at it and incorporate new technology. ... Read full article

After two century-old community institutions merged in 2010, they never suspected it would take seven years before their operating systems got along. ... Read full article

A lot of lenders say they're dedicated to customer service, but here are six instances when Amarillo National Bank — whose CEO is one of our Banker of the Year award winners for 2017 — went above and beyond the normal call of duty. ... Read full article

The regional bank’s first-year CEO is doing some expected things, like offering more products through digital channels, and making a few surprising moves, like inviting all credit card customers to switch to lower-rate loans. ... Read full article

The Midwest bank said that digital usage rose 400% after a makeover of online and mobile banking platforms that was meant to make them more customer-friendly, more competitive with big banks and quickly responsive to customer feedback. ... Read full article

Banks such as Citigroup, Regions and TD have decided they need to offer mobile customers truly customized experiences. They are experimenting with different ways of doing so that come across as helpful without being intrusive. ... Read full article

In experimenting with a chatbot on its mobile app, TD Bank will have to tackle the same issue facing several of its rivals — how to automate conversations with consumers and decide at what point it’s time to switch to a human. ... Read full article