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Tag Archives: customer experience

Study Finds that Customer Empathy Usually Goes Amiss

Is empathy a reliable way of understanding customers? All too often, the answer is no, according to a recent study described in Harvard Business Review. The more managers strive to be empathetic, the more likely they are simply to project their own preferences onto customers.

Multifactor Authentication Should Be Flexible

Moving beyond Today’s IT Security Silos Can financial institutions make authentication more convenient and flexible for customers without sacrificing the rigor of the IT security? This question came up repeatedly at the recent BAI Payments Connect Conference in Las Vegas. Today, most institutions enforce different and limited authentication requirements for each channel:  branch, Web site […]