News Topic: Customer experience

Consumer trust issues have long been a stumbling block for challenger banks, but many say Google will face bigger obstacles. ... Read full article

How to use proactive guidance to build consumer confidence and convert browsers to buyers. ... Read full article

Outages last week at Chime and Varo Money have executives on the defensive. ... Read full article

Community banks and credit unions are eager to innovate, but technology upgrades must be done first, says Bruce Lowthers, FIS banking solutions president. ... Read full article

In addition to launching an automated investing app, the bank created a dedicated adviser unit to provide personal service to customers when they need it. ... Read full article

Donald Wetzel, the man who devised the first U.S. cash dispenser, says automated tellers will always exist — even as they evolve beyond their initial purpose. ... Read full article

Traditional players are getting innovative, and upstarts are becoming more sophisticated. The survivors will be companies that offer consumers an array of easy-to-use services, a venture capitalist says. ... Read full article

If your employees are unhappy, your customers will be the first to notice. Showing a little appreciation may be an investment in keeping both. ... Read full article

Banks can fine-tune their apps so the customer doesn't give up halfway through a cumbersome sign-up process. ... 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

The information the Consumer Financial Protection Bureau collects about customer problems can be valuable, but analysts need to move past the headline numbers. ... Read full article

The increased mobile engagement at U.S. Bank goes back to Ankit Bhatt letting customers tell him — and, many times, show him — what needs to improve. ... Read full article

Better analytical tools could help banks spot and address potential issues before a customer goes delinquent. ... Read full article

Readers consider a Senate Banking Committee investigation into Facebook's use of consumer data, weigh the value of the CFPB's complaints database, debate legislation that would require big bank executives to testify before Congress annually and ... Read full article

When a tweet drew backlash from customers and politicians on Monday, it brought into question how banks should couch their messages on social media. ... Read full article

Bank critics and some lawmakers quickly seized on a tone-deaf posting by JPMorgan Chase that was designed to tout the virtues of saving money. ... Read full article

Chantel Chase knows the value of efficiency, and her many ventures at Zions Bancorp. have depended on it. ... 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