Digital and Mobile Banking

In today’s Digital Era, customer service has evolved from the traditional “How can I help you?” to a more hands-on perspective—enter customer self-service. This model empowers customers with electronic support, enabling them to access information independently and efficiently manage routine tasks. It eliminates the need for live agent interaction in handling such matters, thereby freeing […]

From account opening to check deposit to loan application — it’s now entirely possible to do 100% of banking at a financial institution without ever seeing a human face-to-face. And demand for digital banking is only growing, with more customers choosing some combination of mobile, online, telephone, and video banking — and skipping the trip […]

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 […]

Data reveals banking customers turn to digital at higher rates one year post COVID outbreak  It didn’t take long for people to surmise that COVID would “forever change the way we [insert adjective of choice].” Live, work, dress, exercise, socialize, etc. Within weeks (if not days) of the stay-at-home mandate in mid-March 2020, countless headlines […]

Bots, Bots, Everywhere…  The Future of Automated Financial Sales Finally, it is here. We are enjoying the realities of conversational banking; being able to talk and text using natural language to do “banking-stuff.”    It’s a fun idea, and more than that, it is hugely significant. Bots and conversational banking, using natural language to streamline digital interaction is without a doubt the next […]

COVID-19 has impacted us all. But as financial institutions, what impact has COVID-19 had on customer retention and switching? In a recent webinar our friends at Rivel revealed the latest data from the Rivel Banking Benchmarks that outline the impact that COVID-19 has had on customer experience and the top reasons consumers and businesses are […]

A bank or credit union’s website is one of its greatest assets. For most people their first interaction with a bank or credit union is going to their website to learn more about them or their product offerings. This is why it’s important to ensure you have a good website design and are constantly looking […]

As the events of the last few weeks unfold, there is no questioning it  — we have found ourselves in an unprecedented situation – locally, nationally, and globally. The changing tide of the COVID-19 pandemic has set forth widespread economic, health, financial, and lifestyle changes, and it seems that no business, industry or sector remains […]

It’s estimated that 3 in 5 financial institutions have recently gone through a digital banking conversion or will in the next 18 months. While there are endless resources outlining the planning, and implementation from a technical perspective, what is often underestimated is the impact on your customers and staff. We recently talked to a Credit […]

Chatbots are a hot topic in banking. As the shift towards a digital-first world accelerates, we are quickly approaching the intersection of business value and consumer expectations. Banks and credit unions are seeing the benefits of automation – lowered support costs via robust self-service all while fulfilling the consumer expectation of being able to complete […]

We live in an on-demand, self-service world. Consumer expectations have changed as our brains have been rewired. We demand the ability to consume content, binge-watch media, browse catalogs with the scroll of a thumb, shop with two-day delivery, catch a ride on the fly, and multitask while speaking commands to a home speaker system with […]

As a company that works with over 350 banks and credit unions and is continuously evaluating their websites for self-service best practices, it’s astounding to see how many bank and credit union websites are missing a fundamental element of website UX — a simple yet prominent and easily accessible search bar — with strong on-site […]

Technology and evolving customer demands are having a dramatic effect on the way today’s businesses operate, especially for banks and credit unions. Banks and credit unions that have previously relied on tried and true operating models for decades. In recent years FinTech Companies have taken off by offering banking consumers a better, easier, and more […]

Mobile banking is growing rapidly, according to a survey over 70% of U.S. adults with mobile devices describe themselves as regular users of mobile banking apps. In order to keep up with consumers’ changing demands and banking preferences, banks and credit unions have to not only just offer mobile banking but ensure they are offering […]