From remote deposit capture to personal payment apps like Venmo, Cash App and Zelle, a significant number of bank customer use their phones for banking. WaFd Bank (WaFd) wanted to improve the customer ...

“My hope is as we add more self-service options, the more mundane, simple tasks keep getting handled by a bot and the more complicated tasks keep going to an agent,” said Dustin Hubbard, center, chief ...

JPMorgan Chase’s virtual call center in Detroit continues to see success. So much so, the model is being replicated elsewhere in the U.S., Peter Scher, vice chairman of JPMorgan Chase and Co., told ...

“The amount of data we are able to get from a coaching perspective is unreal,” said Michelle Grimm, director of consumer operations business support for Fifth Third Bancorp. Fifth Third Bancorp used ...