Having a single e-banking solution used to be enough to set a bank apart, even if it was just on desktop. Customers would struggle through the process of using desktop versions of sites on their phones and not really think much about it, or they would tolerate a...

High net worth investors bring an expectation that their advisors will provide them with deep insights, more frequent communication and instant access to their financial information. They may be risk-averse or aggressive investors, and want to know that their advisor...

Client communications are a constant focus for financial institutions – you have to keep customers informed of how their money is doing or else they’ll take their business elsewhere.  In fact, “Customer Service Experience” and “Straightforward Practices” are two of...

When it’s time to build anything new, whether it’s a skyscraper or a website – or your bank’s CX (customer experience) – it’s never as simple as you’d hope it could be. In a perfect world, you could take the ideal picture in your mind and replicate it in the real...

Customer experience (a.k.a., CX) is a core focus among banks and financial firms alike these days.  Historically, CX was all about reporting – as long as a company was getting the data to the end user, it didn’t really matter how it got there. It may not have been...

CX. Those two letters have become something like the Holy Grail of financial services as of late. If you’re having trouble placing this particular abbreviation, we don’t blame you – finserv is packed with them. Don’t worry, we’ve got you: CX=Customer Experience. CX is...

For banks, there’s a constant push to adapt and innovate to new customer needs – people want easy, efficient and secure access to their own information.  But when it comes to delivering all of a customer’s data in one easy view, that is always easier said than done –...

The first step to keeping your bank’s customers happy? Providing a smooth and simple digital experience. In 2020, nearly 2 billion bank customers were actively using online banking services, with that number predicted to continue trending upward in the coming years....

Consumers have a tremendous amount of options today for where to keep their money – from brick and mortar banks to credit unions and even robo-advisors right on their phone. How can you get customers to spot you in the crowd? The key might be a personal touch. In a...

Want to hear a technology horror story in five words? “Your implementation starts next week.” If you’ve ever added technology or any kind of software to your bank, you too may have felt a twinge of fear when seeing the word “implementation.” But it doesn’t have to be...

Although most banks list “improving the customer experience” as a top priority, less than one-third actually report “expanding their product line” anywhere in their top priorities in at least one recent survey. In other words, while creating a better CX is a...

From the middle class to the wealthiest families in the country, most families find it incredibly difficult to talk about money. In fact, a BNY Mellon study found that lack of communication could be the culprit behind the loss of up to 60 percent of family fortunes. ...

When it’s time to onboard a new employee, adding them to all the right technology systems used is one of the most time-consuming practices for most organizations.  But onboarding isn’t just time-consuming—it’s also critically important for how successful an employee...

When you think of digital customer service, what’s the first thing that comes to your mind? For some, the answer might be a client portal where a client can upload documents to their financial institution. For others, the answer might be along the lines of a mobile...

If you had to make a pie chart of all the reasons a client might end their relationship with a financial advisor, what would the biggest piece of the pie represent?  While it may not be the sole factor of client attrition, “poor technology” is becoming a growing...

When you choose advisor technology for your firm today, selecting an integrated solution is on nearly everyone’s list of “must-have” features. In our interconnected world in the wealth management industry, it would almost seem crazy to add a new tool to your...

The next generation of investors—those who are Gen X and Millennials, as well as Baby Boomers influenced by those younger generations—expect their financial advisor to provide them a unified client experience that accounts for everything across their financial life...