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
The bank has long collected data about digital interactions. Now it’s adding tech to gain knowledge from phone call to better understand each customer. ... 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
The nation's largest bank overtook PNC Bank to snag the top spot in an annual study that evaluates satisfaction levels at the nation's six largest retail banks. ... Read full article
An examination of industry sales tactics conducted after the Wells Fargo scandal found that credit card accounts (not checking or savings) were the largest source of account openings without customer permission. ... 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
The Atlanta bank warned that some customers may experience intermittent access. A routine system upgrade gone awry caused the problem. ... Read full article
The bank chalked up its outage to "a normal system upgrade that experienced technical difficulty." ... 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
Last summer, the Wausau, Wis., bank combined two employee groups to form the ICEBreakers. Its mission is to support outstanding customer service and foster a positive workplace culture. ... Read full article
Online maintenance caused the outage, the second time this year a glitch has caused problems for TD customers. ... Read full article
Inspired by the book "How Fargo of You," Bell Bank has an awards program that recognizes employees with a talent for the little touches that matter to customers. ... Read full article
Chip Mahan, founder of Live Oak Bank, believes that if employees have their needs outside work met, they will work better with customers. ... 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
When bank customers are treated poorly by branch employees, it can damage the relationship even if the specific issue is effectively resolved. ... Read full article
How has Frost Bank maintained its stellar reputation year in and year out? By emphasizing long-term relationships, never compromising on its principles to meet quarterly numbers and always striving to give customers a square deal. ... Read full article
At 4 feet tall and with a child's voice, Pepper won't replace tellers, but it can help bank customers interested in applying for a credit card or having issues with an ATM. ... Read full article
