Banks Must Act Now to Defeat Non-Bank Competitors

From SAP Banking View –

“Banks around the world received poor customer service marks for the second straight year, but it’s not for lack of trying. Competition is on the rise, and banks are devoting resources to reach new revenue streams, yet financial institutions have been unable to improve their Customer Experience Index (CEI), according to the World Retail Banking Report 2015.”

Read more>>

Mobile Banking Breathes New Life into Call Centers

From American Banker –

“The life of a bank call center agent is rapidly changing.

Where once agents mainly answered customers’ routine questions over the telephone, today they are addressing a wider range of technical queries through a growing number of media.

There is live chat on mobile apps and websites. There are Skype-like experiences on ATMs. And in some foreign countries, there are mobile banking apps with video-chat capabilities. There is two-way texting, and of course, there is responding to consumers’ tweets and Facebook requests.”

Read more>> 

Banks continue to trim costs and adapt to a mobile world

From Banking Exchange -

“The U.S. saw 332 net bank and thrift branch closures in the first quarter as banks continue to trim costs and adapt to an increasingly mobile world.

From April 1, 2014, through March 31, 2015, the country's banks and thrifts opened 1,023 branches and closed 2,464 for a net loss of 1,441 branches. These totals exclude credit unions.

With 38 net closings, PNC Financial Services Group Inc. was the leading branch closer in the most recent quarter. Over the past four quarters, the bank had 55 net branch closures.”

Read more>>