by Diane McLaughlin | Sep 4, 2022
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.
by Diane McLaughlin | Aug 23, 2022
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.
by Banker & Tradesman | Jun 15, 2022
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.”
by Diane McLaughlin | Nov 28, 2021
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.
by Diane McLaughlin | Aug 29, 2021
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.
by Diane McLaughlin | Apr 13, 2020
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.
by Diane McLaughlin | Mar 8, 2020
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
by Banker & Tradesman | Jun 8, 2018
Artificial intelligence might be making waves in the banking industry, but many customers still prefer in-person interactions at bank branches.
by Banker & Tradesman | May 27, 2018
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.
by Christina P. O'Neill | May 7, 2017
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.
by Banker & Tradesman | Feb 26, 2013Citizens Bank wants to hear your complaints. So much...