Banking

It looks like banks and credit unions are finally learning that successful digital transformation isn’t about chasing the latest trends – it’s about using technology to solve fundamental customer needs better.   Jack Henry’s 2024 Strategy Benchmark data shows that 92% of financial institutions are investing in digital solutions, and the real winners are those focusing […]

As financial institutions prepare for a major generational wealth transfer, with $2.5 trillion expected to shift to younger generations by 2025, staying competitive means meeting the evolving needs of customers across all age groups. According to industry research conducted in partnership with Harris Poll, 95% of financial leaders recognize the need for improvement in customer […]

To thrive in today’s financial services market, banks and credit unions must differentiate their brand through strong customer relationships. The foundation for relationship banking begins with seamless customer experiences that offer fast, accurate, and satisfactory services across all channels. This is particularly important as our recent research shows that 37% of financial services customers report […]

Whether you’re looking to grow your bank or credit union, or simply keep tabs on innovation, conferences are a great channel for inspiration. But in the banking and credit union space, there are a lot of shows to choose from! So, we have whittled down the list to some of our favorite banking trade shows […]

Credit unions offer a local, personal touch that inspires trust and fosters community — something many consumers are hungry for in an age of megabanks and mergers. But in a rapidly changing financial sector, are credit unions at risk of falling behind? Despite their appeal, customers are not ready to sacrifice the conveniences offered by larger […]

As the tech evolution unfolds and customer expectations rise, financial institutions face escalating challenges, navigating shifting budgets and increasing interest rates while also grappling with the need to increase deposits and elevate customer satisfaction. While Generative AI may still be new for institutions, its potential in the financial sector is already evident, with financial institutions […]

Customer service professionals have faced escalating challenges, navigating shifting budgets and rising customer expectations in recent years. This constant push to achieve more with less calls for a strategic response. According to over 300 financial leaders consulted in recent research, Artificial Intelligence (AI) is expected to be leveraged for customer service, reshaping how the financial […]

Explore the future of banking with the rise of Customer Engagement Platforms. Discover omnichannel customer service trends in 2024.

Highlights Navigating Staff Challenges Despite the economic ups and downs of 2023, one thing is staying steady — the challenge to attract and retain skilled staff continues to impact financial institutions and every sign suggests that finding skilled employees isn’t likely to get better, anytime soon. In the latest industry insights presented in ENGAGE Report 2024: […]

The stakes are high for customer service teams in banking. Tech-savvy banking customers — from big national bank clients all the way to members of the smallest credit unions — have set new expectations for financial institutions. Things like 24/7 engagement, a consistent omnichannel experience, and personalized interactions have become table stakes. Traditional customer service […]

Was it only a few years back that the banking sector was all abuzz about a new technology called chatbots? The advancements in this technology have been head-spinningly fast. If you’re looking to implement a chatbot tool or update an existing one, you might be wondering exactly what the state of the art looks like and […]

Having employee brand ambassadors has never been more important for banks and credit unions than it is now, as banking and financial services are increasingly going digital and self-service. A brand ambassador is an individual who has been engaged by a company or organization to be an official representative. It can be a loyal customer […]

Digital banking is here to stay. But to work optimally for customers and financial institutions (FIs) alike, an omnichannel banking system must be underpinned by the right mix of digital, AI, and live assistance. How can FIs properly balance their support offerings with all 3? Read on to learn more. Your customers are moving to […]

Economic indicators are increasingly pointing toward recession. But whether one materializes — and whether it is a soft landing or a bumpy ride, one thing is clear: The financial climate has made banking customers increasingly anxious about their personal and business finances. A focus on relationship banking is more important than ever. Many forces are […]

Virtual branches and virtual banking are a key strategy for financial institutions looking to improve customer service, expand their reach, and stay connected to their customer base. By offering customers the ability to schedule virtual appointments, banks and credit unions can provide a convenient and efficient way for customers to access their accounts and conduct […]

Banks and Credit Unions must provide a way for banking consumers to find the answers they need beyond normal business hours of eight to five, Monday through Friday.Read on to learn more Banking is no longer Monday – Friday 8:00 a.m. to 5:00 p.m. What happens when customers lose their debit card at dinner on […]

To overcome the current staffing challenges, banks and credit unions need the late majority and laggards who have been resistant to digital banking to adopt basic online and mobile banking features to ease the burden on the front-line staff. Read on to learn more Digital banking and digital self-service have long been considered the future of […]

Customer experience (CX) and customer engagement (CE) are not the same thing.   Unfortunately, businesses often view the two terms interchangeably, failing to acknowledge that there is a critical distinction. This difference is essential to understanding how an organization successfully interacts with its customers to build stronger relationships.   Organizations that feel they are covering all their […]

Providing members with meaningful interactions at the right time via the right channel is not a new goal for Affinity Plus Federal Credit Union.  Affinity Plus FCU launched Engageware’s Appointment Scheduling solution in 2019 and planned to introduce POPi/o’s video banking during the fourth quarter of 2020 to further provide their members with more ways […]

Staffing challenges are impacting businesses across the country and financial institutions are not immune. In Engageware’s ENGAGE 2023: Customer Engagement in Banking, Annual Trends Report, we surveyed over a hundred banking leaders to better understand their challenges and priorities for 2023. 53% reported staffing was the number challenge heading into 2023. When we asked about the contact […]

Loan growth is a hot topic and consistently ranks 1st or 2nd for strategic priorities for banks and credit unions. Lending is a complex business that extends across many different tools, processes, and people within the institution.  We understand that, and this article is NOT the definitive guide to lending – instead we want to […]

NATCO Credit Union implemented Engageware’s Appointment Scheduling solution in October of 2021. In this Engage with Banker’s customer show & tell session, NATCO’s Karen Houser, Director of Marketing, and Kimberly Davis, Director of Sales and Services, reflect on the implementation process.  They share 5 things they learned and other institutions should consider as they implement […]

As we enter 2022, employee experience and empowerment is on the mind of banking executives. Staff shortages, increased service levels, onboarding new hires, training on new technology and systems, work from home challenges – this is one topic that is not going away anytime soon. What if one of the top challenges with your employee […]

Knowledge Management Unlocked with Associated Credit Union’s AVP of Learning & Development  A learning and development executive shares insights from her financial institution’s eight year journey from business continuity to knowledge management success and the impact it has had on the credit union’s mission of “people helping people.”    Meet Annia Pereira, Assistant Vice President of Learning and […]

Bill Clark, CEO of Engageware joined credit union expert Robert McGarvey on the CU 2.0 Podcast to discuss the latest digital banking trends. Engageware recently released its  Digital-First Banking Trends Report. The report examines usage trends related to digital self-service and appointments as financial institutions navigated the challenges of the pandemic from March 2020 through March 2021. Listen here. […]

Learn how the merger of TimeTrade and SilverCloud benefits credit unions and the important role their combined technology plays in iTHINK’s digital branch strategy.

Cybersecurity vulnerabilities pose an ever-increasing threat to today’s enterprise. Faced with substantial penalties from any potential loss or misuse of data, businesses are under intense pressure to maintain secure integrations across all of their business processes—including those involving external vendors. Regardless of the service, it’s more important than ever to work with trusted vendors. For […]

As credit unions continue to adapt their operations to the COVID-19 pandemic and re-openings, the demand for appointments continues to climb as members look for different ways to interact with their financial institution. In January 2021, credit unions using Engageware online appointment scheduling saw a 166% increase in the number of appointments scheduled per branch, […]

Branch closures and social distancing measures over the course of the last year have drastically reduced the human interaction that differentiate community banks and credit unions. The unfortunate result? Many customers are being left out in the cold. As we approach one year of COVID restrictions, customers expect that your credit union or bank have […]

Today’s customers expect omnichannel experiences requiring branch networks to provide seamless access to information, services, and trusted experts wherever and whenever they engage. Yet as banks accelerated their digital transformation last year, many discovered gaps in their online strategy and inefficient customer interactions in the absence of physical branches. Engageware recently presented at Future Branches […]