Customer Experience Archive

Umpqua Bank’s New ‘Human+Digital’ Strategy: A Banker In Every Pocket

The new BFF mobile app — short for 'Best Financial Friend' — lets customers interact with a personal banker via voice, video or chat.

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Open Banking Will Revolutionize Financial Services… Maybe

Regulations across the EU and in the UK allowing open banking provide opportunities and challenges that all markets will need to address.

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What’s Next? Predictions For The Banking Industry In 2018

Here is a preview of the competitive opportunities and strategic recommendations for the year ahead — your action plan for 2018.

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Call Centers Don’t Cut It, So Human Contact Is Still Preferred… For Now

Customers expect to have their issues resolved when and where they choose to do business, whether that’s online, in a branch or on a device.

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Poor Service and Security Issues Driving Consumers To Switch Banking Providers

Consumers say basic customer service issues and security concerns are the two most important factors influencing where they bank.

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Marketing Must Take The Lead To Solve Bankings’ Challenges

In most other industries, marketing plays a key role in defining strategy and setting the course for the future of the organization. But not in banking.

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Digital Transformation in Banking: Iteration vs. True Innovation

The biggest threat to the financial industry is keeping up consumers' increasing demands, integrating new technologies, and using advanced analytics.

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Can Community Banks and Credit Unions Survive in Today’s Digital World?

Smaller financial institutions are at a competitive disadvantage trying to meet needs of digital consumers. But they can still succeed.

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Top 10 User Experience (UX) Design Misconceptions

You can have a great idea for a new product or tool, but in the digital-first world you need killer UX to create a breakthrough experience.

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5 Ways Banks Fail When Serving Start-Up Businesses

The needs of start-up businesses differ from traditional businesses, with most banks lacking the understanding to serve these new firms.

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5 Essential Tips For Building a Voice-First Strategy

Conversational voice-first applications are potentially one of the most important digital trends in banking today.

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Should You Build Your Own Branded Voice Banking Solution?

Banks and credit unions need to develop voice banking solutions that integrate artificial intelligence and the organization's unique brand.

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The Banking Industry Can’t Keep Up With Emerging Technologies

The scale of technological change in the financial industry has exploded, making it hard for banks and credit unions to keep pace.

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USAA Rolls Out Innovative Conversational AI Solution

Going beyond a rules-based voice or chatbot solution, USAA partners with Clinc and their artificial intelligence voice-first platform.

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The Future of Digital Banking is About Great Conversations

With digital banking, the call center has a role to ensure the customer receives the best possible experience on their channel of choice.

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Banking Needs An ‘Amazon Prime’ Marketing Strategy

Amazon Prime provides a level of customer experience that other industries, like banking, must follow to succeed.

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Artificial Intelligence + Message Chatbots = The Future of Banking?

With the adoption of artificial intelligence and automated chatbots skyrocketing, banks and credit unions must get on top of this trend.

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The ‘Bionic Future’ of Retail Banking

Banking providers can boost revenues up to 30% by fusing digital technologies with personalized human interactions into a 'bionic model'.

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