“Customer experience is really the only durable or sustainable differentiator in our industry,” says Rodney Shepard, who was recently promoted to be Arvest Bank’s first-ever chief customer experience officer.
Browsing: Bank branches
A detailed look at the trends in the banking environment overall—and specifically in branching over the past several years.
While banks continued to see deposit growth over the past year, it lagged five-year averages at both community banks and non-community banks, according to the latest issue of the FDIC Quarterly.
Seven out of 10 Americans said they most often access their bank accounts via online and mobile channels, according to a new ABA/Morning Consult survey.
Customers at the nation’s large and midsize banks are most satisfied when their banking experience blends digital and in-person experiences, according to a J.D. Power study released today.
On the latest episode of the ABA Banking Journal Podcast, the leader of the Washington, D.C., area’s largest community bank describes how his bank invests in its customer experience and the next generation of employees.