Automation

Join Janet King, Arizent VP of Research and Brian Elkins, Senior Director of Strategy at Monigle for a discussion of a new, prescriptive framework that helps banks and other financial institutions identify why customers choose to bank with one financial institution over another. Developed in conjunction with creative experience agency Monigle, the Humanizing Customer Experience research from American Banker draws on more than 5,000 customer responses to show what matters most in customer experience and ranks which financial institutions do it best. Join this discussion to learn more about how you can optimize your bank's approach to CX to improve customer satisfaction and earn higher net promoter scores.

Lenders and servicers must ask three essential questions of their technology provider in order to better understand how they operate, writes the director of U.S. operations for Paradatec.

COVID-19 has shown us that technology can rapidly evolve to meet customer needs, in areas from contactless payments to digital banking to mobile wallets. However, we still see great disparities when it comes to the use of contactless and digital banking by low- to moderate-income (LMI) workers. The question is, will emerging tech in the post-COVID economy provide an opportunity to include new people in the financial system-- or leave them even further behind?

New entrants in the market may believe: “We’re doing everything right. Fraud isn’t a problem, and we have a fraud alert tool in place anyway.” This, of course, is exactly when fraud risk grows, warns Paul Harris of First American Data & Analytics.

If you are underbanked you probably have limited access to mainstream financial services normally offered by retail banks. Many fintech startups offer alternative ways to measure credit risk, and assert that their products can help extend financial services to consumers who have not been well-served by traditional banks.

This year, the mortgage industry demonstrated an unlikely agility and willingness to learn, but 2020 also reinforced where the industry is weak and needs to adapt — quickly — to be able to compete, Capacity Senior Adviser John Heck says.

The key to preparation today lies in process automation that far surpasses pre-pandemic solutions for default servicing, Clarifire CEO Jane Mason says.

Clear HOI — an encrypted, cloud-based tool that automates homeowners insurance underwriting — is getting released to the broader market by Rocket Mortgage’s sister company Nexsys Technologies.

The industry has long talked about embracing digital technology — but the time for talk may be over.