How One Community Bank Is Reinventing CX for the Digital Age
From simplified 10-step online account openings, to value-added robo-advising, to “certified digital bankers,” OceanFirst Bank delivers a new community banking experience.
Browsing: Customer experience
Podcast: Avoiding the ‘Rhetoric of Sameness’ in Marketing
“We just never felt like we wanted to join that rhetoric of sameness,” Tim Marshall says of his marketing approach at Bank of Ann Arbor.
Customer Experience Lessons from the Front Lines
When was the last time you walked in your customer’s shoes? Five simple lessons many bankers may have forgotten that will improve your customer experience tomorrow.
Digital Onboarding Done Right
Practical tips from two chief experience officers on designing a user-friendly digital onboarding process.
Market Your Bank by Getting Out on the Sidewalk
If you’re working to build your retail business, you have a lot in common with many companies in the malls and shopping centers. There’s more competition than ever from across the street and across the globe. The successful retailers are innovating, building their brands and creating special promotions that make lifelong, loyal customers.
Podcast: How Voice Biometric Authentication Improves Bank CX
On the latest episode of the ABA Banking Journal Podcast, CEO Brad Paige talks about “the first security enhancement that we’ve done that actually improved the customer experience.” The enhancement: digital voice authentication.
Accelerating the Pace of Change
Perspectives from core providers on where the financial customer experience is heading.
Podcast: A Customer Advocate Inside the Bank
“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.
Customer Experience Strategy and Digital Marketing
Listen to learn about the tactics banks can use for taking a holistic approach to the customer experience.
Can You Be the Friend Bank Customers Need?
What does it look like when bankers show the same interest in the customer’s financial well-being that a friend would?