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The Customer Effect

Digital-only banks grapple with integrating ‘human’ interaction into their products

Digital-only banks are creating as many human touch points as possible to foster customer comfort and trust
The digital banking experience is moving toward a hybrid model -- digital-only services with options to escalate to humans based on customer needs

Suman Bhattacharyya | June 12, 2018

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Designing new products, Running an SMB, The Customer Effect

FIs have yet to build a strategy for the creator economy, and a big reason why are the differences between the needs of creators and the traditional customers that FIs are already quite skilled at serving.
Explore how FIs' reticence impacts creators and how these institutions can build a strategy for this segment.

Rabab Ahsan | October 01, 2024

The Customer Effect

This article explores how Kasheesh is addressing the changing dynamics of consumer credit behavior and payment strategies in the financial services industry.
CEO Sam Miller provides insights into emerging trends like the rise of Buy Now, Pay Later (BNPL) and AI-driven credit utilization tools, highlighting their impact on both consumers and traditional financial institutions.

Zachary Miller | August 30, 2024

Creating win-win partnerships, The Customer Effect

Serving Gen Z has created a conundrum for banks: they know they need to have an offering for younger customers but they don't quite know what to build for them.
U.S. Bank recently partnered with Greenlight to roll out a family banking offering to its customers within its mobile app.

Zachary Miller | June 25, 2024

Artificial Intelligence, Member Exclusive, The Customer Effect

Everything from the UX, to the scope of a chatbot can impact how meaningful customers find interacting with a digital assistant.
While larger companies are able to heavily involve their own product and software development teams in building a chatbot, smaller firms in the industry should keep their focus narrow, find the right partners and ensure they are responding to how customers are engaging with heir chatbot.

Rabab Ahsan | June 04, 2024

Banking, Lending, The Customer Effect

The Capital One-Discover deal may be driven by the complementary attributes of their customers, potentially leading to changes in product offerings and services to better serve consumers.
The combined entity could introduce a rewards based debit card as well as relaunch Discover's credit cards for SMBs. Beyond products however it is unlikely that the UX will change dramatically.

Rabab Ahsan | May 14, 2024