Mass. Banks, CUs Turn to AI in Search of Advantage
More consumers are turning to artificial intelligence for financial advice. That’s pushed local credit unions and community banks to use AI to gain a competitive edge.
Boosting Satisfaction in the Mortgage Process
Can you be too good at customer service? Andrew Marquis of CrossCountry Mortgage thinks loan originators’ strong skills are making people expect more from mortgage servicers.
J.D. Power: Trust in Megabanks Rises, Challenging Smaller Competitors
American bank customers’ trust in national banks has grown, providing yet another challenge for local and regional banks looking to acquire new customers and deposits.
When Fraud Hits, Some Banks See Opportunities for a Win
New data shows if banks want customers to view them favorably, how instances of fraud are handled is crucial.
Banks Seek Solutions to Support Online Customers
Even as banks and credit unions look to enhance online and mobile banking tools to adapt to customers’ expectations and demands, some are finding it challenging to keep pace with how customers want to interact.
Trade Groups Say CFPB Not Authorized to Regulate Customer Service
The Consumer Financial Protection Bureau’s initiative to improve customer service at large banks and credit unions rests on a shaky legal foundation, banking trade groups say.
CFPB Initiative Looks at Bank, Credit Union Customer Service
The Consumer Financial Protection Bureau said it wants to improve customer service at big banks and credit unions by launching an initiative that it said would help customers “assert their rights to better customer service.”
Grad Student’s Side Gig Leads to Fintech
Consulting work during Karan Kashyap’s graduate school years led him to found a startup that helps community banks and credit unions automate routine customer service calls.
Rebranded Company Wants to Help Engage Customers
Just days before the start of the pandemic, Bill Clark started a new job as CEO of the Tewksbury-based technology company TimeTrade when it was acquired by Boston-based private equity firm Clearhaven Partners.
Crisis Creates Openings for Customer-Centric Banks, New Envision CEO Says
William Parent, who agreed to join Envision Bank in late January, was not expecting to start his new role amid a global pandemic and financial crisis.
Survey Finds Poor Service the Biggest Threat to Banks’ Customer Bases
Banks and credit unions trying to attract and retain new customers frequently worry about their technological capabilities, but a new survey suggests poor customer service is over three times as frustrating to their clients as poor technology
Study: Bank Customers Prefer In-Person Interactions
Artificial intelligence might be making waves in the banking industry, but many customers still prefer in-person interactions at bank branches.
Employees Hold Key to Great Hospitality Design
Great hotels have a great story to tell – a story in which design, architecture and programming fuse into a unique experience that appeals to each guest’s physical senses and deep emotions, leading to great memories.
Lessons To Learn From Big Bank Customer Service Crises
Two of the nation’s largest banks have experienced customer-service crises in the last two years that can provide object lessons for the industry.
Listen to me, already!
Citizens Bank wants to hear your complaints. So much...
