News Topic: Customer experience
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One bank's journey to modernize its contact center
Foster goodwill every day, not just in the holiday season
How Citi thinks about innovation, customer experience, and employee retention
Fifth Third deploys software to analyze contact center conversations
When eliminating account fees becomes a technology problem
Amex, Discover, Charles Schwab lead direct banks in customer satisfaction
Banks design vertical credit cards for customers with disabilities
Arkansas bank tries to put most popular features of branches in an app
The financial firms customers admire most
U.S. Bank bets against Zoom fatigue in customer service
How fast-growing neobank Novo met its customer service challenge
Traditional lenders outshined fintechs during pandemic: J.D. Power
People’s United deploys tech to predict customers' financial needs
Kyla Stubbs, PNC Bank | Next 2021
With core switch, small Alabama bank aims to settle transactions in real time
Can banks convince customers their data is safe?
Less than half of consumers believe financial services providers adequately protect their personal information, according to an Arizent survey. Banks such as Wells Fargo and Bank of Idaho are offering mobile tools and cybersecurity education that could ... Read full article
Santa visits, celebrity chefs: Banks build loyalty with virtual events
The pandemic has forced Bank of America, Chase, PCSB and other banks to find new ways to maintain connections with their customers and communities. ... Read full article
3 lessons for credit unions to carry into 2021
The pandemic and social unrest made 2020 one of the most challenging years in recent memory, but there is much the industry can learn from the past 12 months. ... Read full article
How Aflac is preparing for next-generation consumers
There is an emotional and human aspect in all relationships and that holds true for the bond between individuals and brands. The COVID-19 pandemic has brought both the strengths and weaknesses in customer experience under the spotlight. This episode will ... Read full article