Tapping Big Data Analytics to Acquire, Engage and Retain Customers April 11, 2014What it takes to fully leverage data for customer acquisition, engagement and retention. Banks Must Embrace a Customer-Centric Model April 04, 2014Once banks crack the code on how to deliver a better experience to customers, they will position themselves to seize phenomenal opportunities to engage with customers.
Regions, Credit Unions and USAA Sit Atop Customer Experience Rankings March 24, 2014The banking and credit card issuer industries both saw significant improvements over last year in the Temkin customer experience ratings. Bill Pay: Driving Adoption in an Unpredictable Payments Landscape March 14, 2014While new types of payments often steal the spotlight, bill pay is becoming increasingly important for banks trying to shore up their customer loyalty and retention. Cracking the Financial Services Social Media Cipher February 21, 2014How customer communities can help banks address customer service challenges in the age of social media. How Mobile Photo Bill Pay Is Helping Community Banks Appeal to Mobile-Only Customers January 24, 2014Allied Payment Network’s Picture Pay mobile photo bill pay solution has helped smaller banks develop relationships with younger mobile-only customers. 2014 Forecast: Tech Trends in Commercial Banking December 26, 2013Banks have launched new online and mobile products for treasury clients, but in the year ahead they need to focus on education and training to ensure adoption and strengthen relationships. Banks As Dry Cleaners December 10, 2013The defining quality of the DevOps movement can challenge the default division of labor. How To Get The Most Out Of Mobile Banking Apps October 22, 2013The growing importance of mobile is clear, and banks need to take steps now to maximize their mobile offerings to attract mobile-first customers. How to Improve Your Call Center Customer Experience Strategy October 18, 2013Banks have a great incentive to improve their customer experience, and tracking and improving call center interactions is key to that improvement. Barclays Expands Use of Crowdsourcing to Better Customer Experience September 17, 2013Barclays new Your Bank site offers customers the chance to share and vote for ideas on how the bank can better serve them. Banks Face Crisis of Trust with Their Small Business Customers September 10, 2013Small businesses are increasingly targeted by fraudsters, requiring banks to better tailor security strategies to fit their small business customers. To Bolster Customer Engagement, Take a Page from Retailers’ Playbook August 15, 2013Banks have struggled to earn customers' trust back after the financial crisis, and could learn some tips from other industries. Compliance and Customer Experience: Is Big Data the Answer? August 07, 2013Big Data strategies combined with new governance and staffing models can turn compliance into a customer experience breakthrough. Mobile Imaging And Pain Points: An Exclusive Q&A with Mitek’s CEO Jim DeBello July 11, 2013Mitek’s CEO Jim DeBello talks with BS&T about the progress and potential for further growth of mobile photo bill pay as well as some other things the mobile imaging company is working on. Getting the Customer Involved in Fraud Prevention July 02, 2013Banks need to get their customers actively involved in their fraud prevention efforts as customers may be willing to switch institutions if they feel left in the dark about those efforts. Survey: Banks Need to Better Educate Customers on Security Efforts June 26, 2013Customers are willing to switch banks if offered assurances on the security of their accounts and data, but nearly a third of customers think their bank doesn’t have a process for dealing with fraud cases, a new Infosys study found. How Big Data Can Drive Mobile Payments Adoption June 18, 2013How banks decide to use their customer data to make relevant coupon offers to consumers will determine their place in the mobile payments ecosystem. How Financial Institutions Can Use Big Data and Converged Data Sets to Improve Customer Loyalty May 31, 2013Using big data with an omnichannel strategy and new methods of customer engagement like gamififaction can help banks improve their customer loyalty programs. Non-Traditional Services and Bundles Can Help Drive Fee Revenue, Study Finds May 31, 2013A new study by Market Rates Insight found that customers are interested in - and willing to pay fees for - new financial services like identity theft protection and same day bill pay.