When your teller is also your digital banker
Umpqua Bank is testing a system that would make text-chat, video and voice banking more personable by staffing them with branch workers during their down time. ... Read full article
News Topic: Customer-centricity
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Taking ownership is prized at First Bank & Trust
Want employees to feel empowered to make decisions to help customers? Rewarding that behavior is one way to reinforce the message. Here’s how one South Dakota community bank goes about it — in a splashy, Super Bowl-sized way. ... Read full article
Goldman Sachs is waiting by the phone for your call
The Wall Street giant on Wednesday played up its customer service skills, saying that representatives of its Marcus personal-loan unit answer calls within 10 seconds. ... Read full article
Good customer service is saying, ‘I’m sorry’
Customer services are between two human beings. The quality of their exchange is more important than the resolution. ... Read full article
USAA opens user experience ‘design studio’
The new office will look for ways to improve UX for customers in digital and traditional channels. ... Read full article