Customer experience

SigFig makes digital advice the centerpiece of new platform

03/27/19

The system is designed to help banks deliver more personalized financial advice and is meant as a challenge to traditional bank technology vendors.

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Building a business case for CX: How financial institutions measure ROI of experience

03/12/19

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.

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Banks try new tools to learn what doesn't click in digital

02/20/19

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.

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Closing many branches, but keeping most customers

02/12/19

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.

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Flaws in testing may be real source of Wells Fargo's tech failure

02/08/19

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.

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Wells Fargo glitch causes widespread outage, leaves customers fuming

02/07/19

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

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The real way to judge bank leadership

02/07/19

Management success isn’t about adopting the latest technology craze or exuding charisma, it’s about prioritizing employees and customers.

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Simple’s new CEO brings Amazon chops to banking

02/01/19

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

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The bank that watches your every move

01/01/19

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.

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Can Spider-Man help Synchrony snag more deposits?

12/17/18

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.

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