These days, account holders have the ability to interact with financial institutions and conduct their transactions from just about anywhere — at home, on the beach or halfway around the world. As banks and credit unions evolve to offer more services via a greater variety of self-service touchpoints, whether mobile phone or laptop or ATM, the individuals in charge of self-service operations — the solution owners — become true brand ambassadors for your financial institution. In this role, according to Bob Williams, director of marketing technologies for Harland Clarke, these solution owners are responsible for three key areas.download pdf
Love him or hate him, it’s clear that President Trump has made undoing regulatory reform to the financial industry a key priority of his administration. Nowhere is that more evident than with Dodd-Frank and the Consumer Financial Protection Bureau (CFPB). But depending on which stories you hear, changes range from complete revocation to minor tweaks around the edges.
Mobile banking is a “triple crown” for account holders, saving time, money and bandwidth. The convenience they derive from it makes them more likely to be loyal to their bank or credit union. For financial institutions, mobile banking is a bit cost saver and driver of account holder satisfaction.
Why would an account holder want or need to make a phone call when they can simply send a message via Facebook or Twitter, or fill out a form on the financial institution’s website? Actually, there are four big reasons why contact centers are still relevant, even in the era of social media. Ron Hasbrooke explains in his latest blog post.