Banking is a competitive industry, and as such, high quality customer care is invaluable to cultivating and retaining customers. In addition to communicating clearly, limiting wait times and offering ...

In anticipation of retail banking events overseas recently where I was keynote speaker, I had the pleasure of interviewing Umpqua Bank Regional VP Michele Livingston here in Seattle. Umpqua Bank is ...

Between hidebound marketing ideas, long-standing structural limitations, and complex regulatory requirements, banking by and large lags far behind most other consumer retail industries in developing ...

Banks aren’t just using AI for major financial operations—it's reshaping the way everyday customers interact with their money ...

“There was a lot of pushback from some of the higher level executive management team,” Farrell noted, “At the time…there were ...

Wema Bank has reiterated its commitment to improved services to customers using technology. The bank’s deployment of ALAT, a fully digital bank, has improved quality of services to customers and ...

Three bank trade groups are taking aim at the Consumer Financial Protection Bureau's recent request for information related to customer service at large banks and credit unions. In a joint letter to ...

I read somewhere that a bank’s customer taped 297 minutes of being put on hold by their call centre! While this may be an extreme example, there’s no doubt that poor customer service is standard fare ...

The NPP is a modern national payments infrastructure to help financial services businesses and their customers make the most ...

In the wake of the financial crisis, the Feds put the kibosh on a whole slew of bank tactics pertaining to overdraft fees, interchange fees (which they charge merchants when you use a debit card and ...