Bank customers still value human touch
Online and mobile banking are essential elements in 21st century financial services, but there’s more to banking than digital transactions. ... Read full article
News Topic: Customer service
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The downside of scaling back the CFPB complaint database
Financial firms say the database is unreliable and would like to see it removed from public view. But the industry would also lose access to competitive insights that can be gleaned from the massive trove of consumer complaints. ... Read full article
This is how financial services chatbots are going to evolve
Today’s primitive question-and-answer programs will mature into sophisticated conversational agents, which will help customers transact and may even be capable of understanding emotional cues, experts say. ... Read full article
Why this regional bank made autism-friendly branches a priority
Regions Financial is taking steps across its 1,500-branch network to embrace consumers with autism and train its staff to help them. Business development, not just compassion, is part of the motivation. ... Read full article
Simple said to drop 0.7% of its customers in transition snafu
The fiasco may hold a valuable lesson for fintechs and banks alike about the need for closer integration. ... Read full article