Customer experience

Advice to debt collectors in pandemic times: Watch your language

06/26/20

Now perhaps more than ever, banks and their proxies need to show tact when communicating with past-due borrowers.

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Frustrated by PPP, many small businesses are ditching their banks

06/21/20

Business owners are changing banks at three times normal levels, a trend researchers attribute to their difficulty in obtaining emergency loans. If the forgiveness stage of the Paycheck Protection Program proves arduous, that rate could climb much higher.

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Don’t underestimate the power of branches post-pandemic

06/04/20

Digital banking has ramped up during the coronavirus lockdown but customers will seek somewhere to go as cities reopen. A branch could provide that safe haven.

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‘Aha’ moments are David Tyrie’s job at BofA

06/02/20

Tyrie has advanced Bank of America’s virtual assistant Erica and rolled out easier-to-use digital products that resonate strongly with customers. Those achievements have earned him recognition as one of American Banker’s digital bankers of the year.

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Old-school email could help midize banks close digital gap

05/06/20

Regional and midsize banks, which continue to trail the biggest banks in digital engagement, could attract younger consumers by reaching out with more advice about financial basics, according to J.D. Power.

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Bankers need to come at this crisis from a different perspective

03/23/20

The coronavirus is changing how consumers interact in branches and banking online. Bank leaders should be prepared.

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SoFi hires exec from Amazon to lead deposit, card businesses

03/12/20

The addition of Maria Renz shows how much emphasis the San Francisco fintech is putting on operations and customer experience.

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Comerica names new chief credit officer in latest management shake-up

01/23/20

The promotion of Melinda Chausse was one of several leadership changes the Dallas company announced this month.

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What do investment bankers and insurers have in common?

01/07/20

Both know a superior customer experience is business critical, and key competitive advantage.On February 4 at 2pm ET, learn first-hand from executives at an investment firm, an insurance firm, and a property and casualty company about their leading customer services strategies.

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Why TD Bank wants to read its customers’ moods

12/18/19

It's no longer enough to conduct traditional demographic analysis of customers. TD bank wants to know what is going on with individual consumers at any given moment and respond accordingly.

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