News Topic: Customer experience

While there’s an intuitive understanding of the importance of investing in the customer experience, providing your organization with quantitative impacts on key drivers is extraordinarily helpful in creating rock solid business cases for investment. ... Read full article

Page views and sales results don't explain which customers do what, and why they do things (or don't do them), in online and mobile banking. ... Read full article

OceanFirst in New Jersey shuttered more than a third of its branches but says nearly all the customers stuck with the bank because it trained employees to show customers how to go digital. ... Read full article

The bank says it has restored access, but it hasn’t explained how a fire-suppression system at one facility could cause a nationwide outage across all of its channels, or how its system as a whole could have been left so vulnerable to the incident. ... Read full article

Customers reported being unable to access online banking, mobile banking or their debit cards. ... 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

Among David Hijirida's lessons learned at the online giant: Companies are often so focused on competitors that they neglect their own 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

Synchrony Bank’s tie-in with the latest Spider-Man movie is an example of ways companies are looking to add augmented reality to their mobile-marketing arsenals. ... Read full article

Proponents of real-time payments systems say banks must embrace them given consumer demand for more immediacy and transparency, even if criminals will try to exploit them. ... Read full article

The Wikibuy purchase follows acquisitions of a personal financial management provider and a firm that helps digital shoppers get price adjustments. ... 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

Tech innovation isn't just about creating more bells and whistles. It can also help deepen client bonds. ... Read full article

Readers consider to new evidence regarding Operation Choke Point, debate the impact of Democrats taking control of the House in November, respond to concerns about weakening the Volcker Rule and more. ... Read full article

The two megabanks face different problems, as Bank of America customers are frustrated over fees and customer service while Wells customers are alarmed about the bank's recent scandals. ... Read full article

A reimagined local experience is the best way banks can forge emotional connections with their consumers, industry experts say. ... Read full article

Glassbox, a digital customer management company based in London, allows banks like JPMorgan Chase and Bank of America to use data and analytics to study customers' behavior. ... Read full article

Glassbox, a digital customer management company based in London, allows banks like JPMorgan Chase and Bank of America to use data and analytics to study customers' behavior. ... Read full article