Results include
Jan 9, 2024
Bad actors can prey on a chatbot’s desire to be helpful, gaming its algorithms to provide access to customer accounts or financial systems. We discuss the risks of a chatbot that hasn’t been set up properly and what measures are being taken to make your CFI safer, if you deploy a chatbot.
Nov 15, 2023
Should you name your chatbot? Financial institution executives and tech experts weigh in on both sides. No matter what: having a bot saves you money and customers like having a tool that’s easy, fast and available 24/7. We delve into a few examples from CFIs who have named bots and what they learned from their experiences.
May 31, 2023
As a follow-up to last week’s coverage on ChatGPT, we used the platform to write an article about AI’s role in banking. Read on to see what this trending chatbot has to say about the use of AI, and how it can potentially help your CFI meet its goals.
Sep 6, 2022
Online chat customer engagement solutions have been expanding rapidly among banks. But when customers need to switch to a voice conversation, the transition can be frustrating if it requires closing the chat box and then dialing in to connect to an agent again. We discuss ways to take the headache out of online chat for customers and your CFI.
Apr 15, 2024
We talk about the need for CFIs to have a quality digital onboarding process. But what exactly makes an onboarding process convenient, and how does it impact the overall customer experience? We explain the qualities a CFI needs in its onboarding process to compete successfully for new customers and keep existing ones.
Dec 28, 2023
As we continue down memory lane, we revisit this June 6 article on deposits: When it comes to deposit stickiness, finding creative new ways to serve your customers and build their loyalty can help keep your customers.
Dec 13, 2023
Business customers are switching financial institutions for a variety of reasons, but the new FI may end up being the same as the old FI — or worse. We detail the pros and cons that business customers weigh when they consider a switch — and what your CFI can do to make sure you’re the winner on either side of the equation.
Nov 30, 2023
What exactly does Gen Z want from CFIs? We delve into some specific products and services that the generation now reaching adulthood wants most, and the future is digital.
Oct 5, 2023
Your institution’s social media channels aren’t just for marketing purposes: more customers are using them to ask questions and seek help regarding account issues. We discuss the best ways to handle customer service and support via social media.
Sep 26, 2023
Voice of the customer programs are getting ever more sophisticated, particularly with the aid of AI-powered analytics. We delve into the technical details that would be involved with implementing such programs.
Jun 6, 2023
An average customer can probably walk away from their current banking relationship and find another that will pay them a higher interest rate on deposits. But average customers are largely not walking away from their existing banking relationships. We discuss why customers stay put and how to use those reasons to your advantage.
Jun 1, 2023
Following recent bank failures, there is a sense of unease in the industry and depositors may have concerns about the reliability of their institutions. We share four strategies CFIs can use to effectively communicate with their customers and alleviate their fears.
May 24, 2023
ChatGPT and other artificial intelligence-backed apps have garnered a lot of attention for their ability to automate written communication, including thought leadership materials, marketing content, and even customer service interactions. They offer both potential and the possibility of potentially expensive problems. Here’s what CFIs should know about emerging AI programs.
Apr 20, 2023
Technology is a major factor in the financial institutions that people choose. Remaining competitive requires knowing where your peers and competitors are investing on the tech front. We review the top digital priorities financial institutions have right now.
Feb 1, 2023
While fraudsters will try any and all methods across every generation, certain practices for each generation typically bear the most fruit. CFIs should be aware of the types of online fraud that each generation is most susceptible to, then educate their customers on ways to not fall prey.
Dec 22, 2022
After a few tumultuous years for businesses, where and how to best deploy your CFI’s marketing budget will be critical in the year ahead.
Sep 22, 2022
Digitization is a critical component in CFIs’ efforts to remain competitive with fintechs and their largest peers, but the personalization of smaller banks is their most valuable asset. We explore how to reconcile these seemingly competing forces to achieve a digital experience that works for your customers and your CFI.
Jun 3, 2022
CFIs that heed the call to expand digital offerings may overlook the extra pressure digital places on backup live agents. According to one study, more than half of self-service digital encounters by bank customers end in failure and wind up with a live agent.