Source: The Financial Brand

The nature of financial services for both consumers and businesses requires personalization of the digital experience—a balance of technology with customer experience best practices, options for user customization, and relevant insights and guidance—all blended with high-touch customer service that is readily available when required. Citizens Bank taps into the importance of humanizing the digital experience.

Keynova Group Releases New Small Business Banker Scorecard, Bank of America Ranks No. 1

Deloitte Insights encourages insurers to bolster capabilities for small businesses to keep pace with a changing and increasingly digital economy.

Source: The Financial Brand

Building a distribution network that combines the qualities of human interaction with the power of new technologies can leverage customer-facing staff to become a differentiator for traditional banks and credit unions.

By Susan Foulds, Managing Director at Keynova Group

With digital banking fast-tracked during the pandemic, modernization of online banking for small businesses is critical—especially as banks face headwinds from fintechs, accounting software providers and banking-as-a-service innovators.

Source: Keynova Group Scorecards

Progressive earns top honors for its digital user experience among leading U.S. insurance carriers.

Source: Keynova Group Scorecards

Bank of America and Discover Share No. 1 Digital Ranking Among Credit Card Issuers According to Keynova Group’s Q4 2021 Scorecard

Source: Keynova Group Scorecards

Bank of America Continues Its Winning Scorecard Streak, Delivering Market Leading Online Banking Customer Best Practices

Christopher Musto and Susan Foulds

Growing customer acquisition and unprecedented levels of late-stage venture funding suggest newfound traction for challenger banking offerings.  In this series, Keynova highlights where digital teams at large banks should take a closer look at challengers, and then turns its lens on the areas where leading large banks have demonstrated digital superiority over challengers.

Source: Keynova Group Scorecards

New telematics features and digital support for injured workers elevate small firms' insurance experience. Overall market lags in digital servicing for small businesses.

Source: Keynova Group Scorecards

Telematics fully integrated into primary mobile app for safe driver discounts. Advanced GPS and device capabilities improve customer experience on apps.

Source: Keynova Group Scorecards

Increased competition driving upgraded mobile banking offerings. New tools emerge to meet digital-first consumer expectations.

Source: Keynova Group Scorecards

Pandemic real estate boom yields digital mortgage tools to simplify and accelerate home loan process. New options emerge amidst risk-driven home equity lending suspensions .

Beth Robertson, Managing Director

Beyond easy-to-find icons and clear labeling, a few additional action items can go a long way in providing the relevant details and support needed to assure a seamless consumer experience.

Beth Robertson, Managing Director

Shopping for financial products such as a new credit card, insurance policy, or checking account can feel overwhelming in the best of circumstances. Fortunately, mobile comparison tools can help consumers navigate product details across a variety of devices to select the most effective product for their particular needs.