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.
Trust Revisited: How Banks Can Redefine Relationships One Swipe at a Time May 15, 2013Banks have lost a great deal of public trust since the financial crisis, but they can recover some of that trust by fulfilling consumers’ desire for innovative and convenient mobile solutions. MasterCard Uses Social Media to Rebrand Its Mobile Wallet Through Real-Time Monitoring May 03, 2013MasterCard’s Conversation Suite tool allows it to monitor social media conversations in real-time in 43 different markets and 26 different languages. Banks Can't Price Their Way Out of Bad Customer Experience May 02, 2013A report from Forrester claims that for banks, customer experience is a more powerful loyalty driver than price- value perception.
Convenience No. 1 Factor In Customer Loyalty for Banks, Study Finds May 01, 2013A recent survey suggested that banking customers care more about convenience than customer service or fees in choosing a bank, and mobile banking customers are some of the most loyal a bank can find. An Enhanced Customer Experience Can Start with the Statement March 15, 2013Leveraging technology to transform account statements into dynamic customer-centric relationship builders can improve customer experience. The Morality of Big Data February 27, 2013The writings of Alan F. Westin, a legal scholar and expert on privacy who died recently, raise important questions for banks and other businesses seeking to capitalize on big data. Financial Services Doesn't Fare Well in Reputation Poll, But Perceptions Improving February 12, 2013A Harris Interactive poll measured the reputations of the sixty most visible companies in the country.