News Topic: Customer experience

Financial firms must follow customers from mobile devices to desktop and back without missing a beat. ... Read full article

Our 16th annual Most Powerful Women in Banking rankings; why Regions did away with teller jobs; small banks lagging in deposit share; and more from this week's most-read stories. ... Read full article

AI-powered assistants will change the customer experience for the better, but first they must achieve a more human level of service, executives said during a discussion at Finovate. ... Read full article

Amazon's voice assistant will soon be in cars and even microwaves, but banks have not yet proven to customers they can serve them with conversational tech. ... Read full article

Several hard realities, including legacy technology and the pace of change in software and apps, leave firms vulnerable to outages that stir public outcry. ... Read full article

Julie Demarigny will be in charge of mobile and online strategies at the San Francisco bank. ... Read full article

Financial institutions need to manage expectations about what they can offer customers or they risk losing credibility with customers. ... Read full article

The bank is working with SpringFour and Genivity, two graduates of its mentorship program, and plans more such partnerships. ... Read full article

Voice assistants impress at tech demos, but new research shows bank customers aren't ready to ask a speaker about their accounts just yet. ... Read full article

The skeptics keep waiting for investment in financial startups to dry up, but it doubled in the first half of 2018. KPMG's Safwan Zaheer explains why. ... Read full article

Forrester principal analyst Alyson Clarke explains why the two nonbanks fared well in a recent survey of 110,000 Americans. ... Read full article

To improve video conferencing adoption, banks are advised to focus on one particular group of clients. ... Read full article

The challenge in automating cross-selling to customers online is figuring out how to integrate with the core banking platform. ... Read full article

TIAA has recruited Lori Fouché to serve as CEO of retail and institutional financial services. ... Read full article

Citigroup, Synchrony and other banks are using so-called "journey analytics" to spot weaknesses along the entirety of a customer's interactions with the bank. ... Read full article

Community banks are increasingly turning to account onboarding technology to help them solve a growing problem — how to win new customers without opening physical branches. ... Read full article

Banks should rethink even existing services, such as the branch experience, said top executives at the Oracle Industry Connect conference. ... Read full article

While the banking industry is divided on the use of conversational technology, the San Francisco company believes chatbots can make it easier for customers to discuss their finances. ... Read full article