Customer service

Regions Bank using IBM’s Watson to answer customer questions

04/25/19

The artificial intelligence engine will handle simple queries directly, feed information to customer service reps for others, and analyze all calls.

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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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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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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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Good customer service means making every second count

01/03/19

The advent of self-service apps has reduced the frequency of customer-employee interactions at banks, but that just makes face-to-face time all the more valuable.

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Capital One adds another niche fintech

11/20/18

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

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Ally Bank goes for viral marketing with 'Banksgiving' campaign

11/20/18

The new ad illustrates how banks are going beyond traditional promotions to try and find something that customers will share on their own.

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Banks and credit unions now level on consumer satisfaction: Report

11/13/18

A new report finds credit unions' edge in satisfaction rates has all but been wiped out, while a separate study finds negative interactions with CU staff could have a big impact on the bottom line.

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Build better tools to build better customer relationships

11/07/18

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

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'You won't find a trail back to Curry or Gruenberg': Comments of the week

10/26/18

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.

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