Insights on Business

APRIL 28, 2017

As a result, many new, all-digital financial services firms, unencumbered by older, less flexible systems are aggressively pursuing customers by addressing their needs in new and distinct ways. There are interesting characteristics both in the new entrants and in the more established digital banks.

Digital Banking 171

Digital Banking User Experience Branding social media 171

FICO

JANUARY 11, 2022

Last year we published a highly successful The 11 Commandments of Digital Banking eBook that introduced the 11 commandments: Digital lift-and-shift is not a strategy! You have the chance to start with a clean slate – and banks should use this opportunity to completely reimagine their products and services.

Digital Banking 98

Digital Banking Customer Experience eBook UX 98

Perficient

APRIL 20, 2023

The Landscape According to Forbes Advisor: 2022 Digital Banking Survey , as of 2022, 78% of adults in the U.S. prefer to bank via a mobile app or website. And those consumers desire digital experiences that are personalized and meaningful.

Marketing 294

Marketing Marketing Strategies social media Strategy 294

The Financial Brand

MARCH 3, 2021

Many banking providers are so focused on digital strategy and new technologies that they ignore how their people fit into the puzzle. The post Digital Culture: The Missing Piece in Digital Banking Strategies appeared first on The Financial Brand.

Strategy 43

Strategy Digital Banking Digital Strategies Branding 43

Banking 2020

APRIL 28, 2015

Digital banks are no longer in the ‘money’ business but rather, in the ‘value’ business. This value is not just providing a functional benefit but also a holistic experience, (i.e. what, when and how’ of the benefit), that customer values in the experience-based economy.

Customer Experience 40

Customer Experience Digital Banking social media Millennials 40

BankInovation

JANUARY 3, 2023

Banks are considering where to invest in 2023 to meet client needs, ranging from digital offerings to customer experience. Understanding the priorities of a vast client base can help large banks like $1.8

Digital Banking 52

Digital Banking Customer Experience Meeting Strategy 52

The Financial Brand

JULY 16, 2019

While investment in digital transformation has increased significantly, the customer experience at banks and credit unions has not improved measurably. The post Customer Experience Still Neglected Despite Significant Digital Banking Transformation Investment appeared first on The Financial Brand.

Customer Experience 33

Customer Experience Digital Banking Branding Strategy 33

Perficient

OCTOBER 19, 2020

Financial institutions must understand the new journey customers and colleagues have embraced in 2020 and begin to change their strategy from FI-focused to customer-focused for both the front and back office. Marketing : The financial industry will use videos to engage with customers, replacing FAQs, and product demos.

Video 520

Video Security Tools Strategy 520

Insights on Business

FEBRUARY 13, 2019

For Bradesco, a large Brazilian bank, NEXT is the answer. Next is a digital bank, completely disassociated from the Bradesco brand. Next has access to all of Bradesco’s ecosystem, ATMs, call center, internet banking. Next was born to complement Bradesco’s strategy. Hyper-connected journey.

Albuquerque 152

Albuquerque Digital Banking Millennials social media 152

Perficient

DECEMBER 2, 2020

“Having a Balance With a Bank Doesn’t Make You a Customer.”. Our financial services team recently spoke with the great Jim Marous, the co-publisher of The Financial Brand and the publisher of the Digital Banking Report. Don’t Wreck Your Customer Relationships. Something he mentioned during the call stuck with me.

Data 294

Data Customer Experience Case Study Branding 294

BankInovation

SEPTEMBER 12, 2023

NEW YORK — Nearly 70% of Wells Fargo’s interactions with its customers are digital as it continues to invest and improve its digital banking channels, Jazz Samra, head of partnerships at the $1.9 trillion bank, said at Finovate Fall 2023.

New York 69

New York Digital Strategies Customer Experience Digital Banking 69

The Financial Brand

JULY 21, 2019

The branch-digital debate obscures the point that great customer experience, which increasingly may include advice, is what consumers want. The post Branch Versus Digital Banking isn’t the Issue, Customer Experience is appeared first on The Financial Brand.

Customer Experience 33

Customer Experience Digital Banking Branding Branch Strategies 33

FICO

MAY 6, 2022

Following the highly successful The 11 Commandments of Digital Banking eBook , we are completing our series of 5 deeper dive blog posts that group the 11 Commandments below into common themes: Digital lift-and-shift is not a strategy! Your existing customers expect and deserve VIP treatment. Respect the data.

Digital Banking 52

Digital Banking System Data Customer Experience 52

The Financial Brand

FEBRUARY 27, 2023

This article BofA Ups Digital Prowess with Marketing & Digital Banking Combo appeared first on The Financial Brand. Knocking down silos is key to improving the customer experience. It's also part of Bank of America's strategy to drive true personalization.

Digital Banking 34

Digital Banking Marketing America Customer Experience 34

PYMNTS

OCTOBER 7, 2016

It may be true, said the executive, that digital banking platforms “are more efficient” than the traditional, in-person banking relationship and that consumers “may value the convenience” of technology “even it it’s not so personalized … but you still can’t confuse personal [touch] with convenience.”.

Digital Banking 193

Digital Banking social media Technology User Experience 193

The Financial Brand

DECEMBER 20, 2020

Digital experience gaps are causing banks and credit unions to lose ground. They can regain it by a singular focus on customer centricity. The post 10 Digital Banking UX Trends that Will Drive Post-Pandemic Strategy appeared first on The Financial Brand.

UX 42

UX Strategy Digital Banking Trends 42

The Financial Brand

JANUARY 18, 2023

This article Digital Banking Readiness is Top Priority in 2023 appeared first on The Financial Brand. Enhancing customer experiences via development of AI, blockchain, and cloud computing are key parts of digital banking improvement.

Digital Banking 43

Digital Banking Customer Experience blockchain Branding 43

The Financial Brand

DECEMBER 27, 2020

The post Why Contact Centers Are a Key Part of a Human+Digital Banking Strategy appeared first on The Financial Brand. Chatbots may one day dominate CX, but for now these centers are essential for both sales and service as branch interactions trend lower.

Strategy 42

Strategy Digital Banking Trends Branding 42

Cisco

MAY 29, 2019

In retail banking, it’s clear customer experience matters, and the stakes have never been higher. Study after study confirms the importance of providing personalized, integrated experiences for satisfaction and retention of financial services customers. Learn about Cisco Security for Financial Services.

Customer Experience 71

Customer Experience Retail San Diego Study 71

FICO

MARCH 1, 2022

Following the highly successful The 11 Commandments of Digital Banking eBook , we are kicking off a series of 5 deeper dive blog posts that group the 11 Commandments below into common themes. Digital lift-and-shift is not a strategy! You ask customers for a lot of information. Respect the data. Respect the Data.

Digital Banking 52

Digital Banking Data Customer Experience eBook 52

The Financial Brand

MAY 31, 2021

Banks and credit unions see digital's impact, yet half say CX budgets will remain the same in the year ahead, making it tough to keep up. The post Customer Experience Trends in Financial Services for 2021 appeared first on The Financial Brand.

Customer Experience 43

Customer Experience Trends Branding Digital Banking 43

Gonzobanker

FEBRUARY 19, 2020

Fintechs can provide better design capabilities, improved customer experience, research states. In What’s Going On In Banking 2020: Outlook for a New Decade , 65% of banks and 76% of credit unions say these partnerships will be an important part of their business strategies this year. Register here.

Strategy 102

Strategy Fintech Study Customer Experience 102

The Financial Brand

DECEMBER 6, 2020

As we enter 2021, there is a customer experience disconnect between what a banking customer wants and what is being delivered. The post Top 7 Customer Experience Trends in Banking for 2021 appeared first on The Financial Brand.

Customer Experience 43

Customer Experience Trends Branding Report 43

The Financial Brand

DECEMBER 9, 2020

Measurement of experiences throughout the entire customer journey provides banking a way to foster loyalty and increase revenue. The post Banking Must Measure Customer Experiences Across Entire Journey appeared first on The Financial Brand.

Customer Experience 43

Customer Experience Branding Marketing Strategies Report 43

The Financial Brand

MARCH 7, 2021

The post Rethinking Checking Account Strategy in a Digital Banking World appeared first on The Financial Brand. Neobanks steal primary accounts from financial institutions that haven't updated their view of checking. The antidote is straightforward.

Strategy 30

Strategy Digital Banking Branding Customer Experience 30

FICO

FEBRUARY 12, 2023

Home Blog FICO Top 5 Customer Development Posts of 2022: Digital Banking and Pricing Opti The most popular posts in our Customer Development category dealt with digital banking, optimizing credit line increases, loan pricing and machine learning for credit risk models.

Digital Banking 52

Digital Banking eBook Analytics Customer Experience 52

The Financial Brand

APRIL 5, 2021

Jay Baer says a constantly changing environment provides financial institutions an opportunity to improve customer experiences. The post Customer Experience in Banking Has Been Redefined appeared first on The Financial Brand.

Customer Experience 37

Customer Experience Branding Digital Banking Strategy 37

Gonzobanker

JULY 27, 2022

Delivering a better customer experience is not the only way for banks to gain a competitive advantage. Banking’s Hard Fork. The “hard fork” is an apt analogy for what the banking industry is facing. Banking’s hard fork will require financial institutions to create new strategies. They’re wrong.

Strategy 88

Strategy Customer Experience Fintech blockchain 88

The Financial Brand

MAY 31, 2021

Making it happen requires AI-powered capabilities using both internal and external data, augmented by a modern digital marketing engine. The post Banking Must Use Real-Time Insight to Improve Customer Experiences appeared first on The Financial Brand.

Customer Experience 42

Customer Experience Branding Data Marketing 42

ZootBlog

MARCH 18, 2020

The post Develop Your Digital Strategy for Flexibility & Relevance appeared first on Zoot Solutions.

Digital Strategies 95

Digital Strategies Strategy User Experience Customer Experience 95

Gonzobanker

JANUARY 4, 2024

In 2024, Smarter Banks will go on offense and differentiate with the customer experience. When it comes to client experience in banking, the last three years have been a long, reactionary grind of responding to COVID, a white-hot labor market driving up turnover, and rapidly shifting competitive dynamics.

Customer Experience 108

Customer Experience Community Knowledge Base Tools 108

Celent Banking

APRIL 25, 2016

While Nubank is focused entirely in offering a credit card with a customer friendly personalized real-time view of expenses and modern contact channels (email, call or chat), Bankaool is mainly focused in a checking account with a debit card, SME loans and investment vehicles. They launched in March of this year.

America 100

America Digital Banking Strategy Fintech 100

Cisco

MAY 29, 2019

In retail banking, it’s clear customer experience matters, and the stakes have never been higher. Study after study confirms the importance of providing personalized, integrated experiences for satisfaction and retention of financial services customers. Learn about Cisco Security for Financial Services.

Customer Experience 48

Customer Experience Retail San Diego Study 48

NCR

MAY 4, 2017

There are many reasons why, one of the most powerful of which is to strengthen brand loyalty and drive revenue generation by providing a seamless, rewarding customer experience. Integrating digital and traditional channels into a truly omni-channel offering is even harder – but multiplies the rewards.”

Strategy 83

Strategy Customer Experience Regional Retail 83

Gonzobanker

JULY 20, 2022

Bank executives are coming to understand that in today’s world, the customer experience (CX) is the product, although not all have made a serious commitment to address newfound competition. Experience design is a specific skillset that is needed to steer the execution of a bank’s digital strategy.

Digital Strategies 168

Digital Strategies Strategy Leadership Customer Experience 168

Gonzobanker

MARCH 28, 2024

As the industry’s big tech companies go toe to toe with best-of-breed digital solutions, this era may be their last chance to prove they can remain competitive in the digital game: FIS is staking its hope on a credit Digital One or “D1” strategy. Bank and credit union leaders must love their due diligence!

Digital Banking 120

Digital Banking Customer Experience Strategy Exercises 120

PYMNTS

SEPTEMBER 16, 2020

“In the digital banking world, the customer expects a ‘customer-centric’ experience across channels,” Caldeira told PYMNTS. From their point of view, they want to be able to access their banking information and services anywhere and anytime.”.

Digital Banking 294

Digital Banking Software System Meeting 294