Study: Mortgage servicing apps deliver ‘uneven’ user experience
According to new J.D. Power study of U.S. mortgage servicers, a slower industry-wide adoption of mobile apps is resulting in ...
Tag: Customer service
The evolution of the bank branch
As branches evolve from spaces that are transaction-focused to relationship-driven, delivering on this consultative promise requires rethinking layout.
Overseeing the AI wave: How banks and boards can move fast — without breaking trust
The future of banking will be defined not by whether banks use AI, but by how wisely they do so.
Fraud prevention: When the customer isn’t always right
Banks aren't immune to insistent customers who attempt to circumvent controls that protect the bank or go against their own ...
Survey finds many businesses rely on bankers for expert advice
Small and midsize business leaders say they are most likely to turn to bankers for expert advice on a variety ...
Survey: Mortgage lenders helping customers navigate tough market reap benefits
The variability in rates and higher costs for buyers increases the importance of understanding consumers’ individual situations, survey authors said.
Study: Bank customers want personalized financial advice
Younger customers respond to personalized service in larger numbers.
Banks’ digital experience becomes increasingly homogenized, surveys find
Banks and credit card providers have an opportunity to “drive meaningful, unique digital customer experiences” through personalized financial management tools ...
Show and tell: How to communicate value in wealth advisory
Leading with discounts to stand out in a crowded marketplace is short-term thinking. For long-term success, offer—and highlight—exceptional value.
The future of the branch: What can banks learn from luxury retail customer experiences?
It may be time to start looking at branch locations as modern customer engagement centers, fully integrated with multiple connection ...
