Financial Services · Customer & Citizen Experience
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12 articles · Financial Services · Customer & Citizen Experience
Articles
Week of 22 June 2026
Why Europe’s accessibility law turns every bank release into evidence
A year after the European Accessibility Act began to apply, banks serving EU consumers have found that accessibility wears away with every release, new template and vendor update. What lasts is a steady, running record of evidence across four parts of the service.
Week of 19 January 2026
The easiest part of a card rate cap is cutting the rate
A late-night post proposed capping credit card interest at 10%, but no legal mechanism existed and January 20 came and went. For card issuers, cutting a rate is the easy part; the risk lives in everything a bank changes to make up for it.
Week of 28 April 2025
Iberia’s blackout put payment resilience back at the shop counter
The Iberian grid failed in April 2025 and bank systems largely held, yet customers still could not pay for groceries. Payment resilience lives at the terminal, the network link, the offline rules and the cash fallback, and banks can shape all four.
Week of 10 February 2025
With the CFPB paused, banks lost the outside signals their customer programs relied on
The CFPB was told to stop work in February 2025, but consumer law stayed the same. What vanished were three outside nudges firms relied on: exam deadlines, published lessons from peers and federal follow-up on complaints. Each had to be rebuilt in-house.
Week of 8 July 2024
A credit union’s promises in an outage are set by its architecture, years before the attack
When ransomware took Patelco’s digital banking offline, members asked four simple questions: can I use my money, what happened to my data, how do I get back in, and who pays. Most of the answers had been decided years earlier.
Week of 1 May 2023
First Republic’s white-glove service had no answer for an uninsured balance
First Republic’s clients stayed loyal until one question took over: was money above the insurance limit safe? In a confidence crisis, good service comes down to three things most banks lacked: seeing each client’s insured position, changing it fast and saying something specific.
Week of 19 September 2022
What a stolen license number proves, and what banks treated it as proving
The Optus breach put millions of driver’s license and passport numbers in criminals’ hands. Banks had treated those numbers as proof of identity when opening accounts, answering calls and keeping files. Each of those habits needed its own fix.
Week of 9 May 2022
Stable is a claim: what TerraUSD asked of bank front lines
Few banks held TerraUSD, yet its collapse still walked through their doors with their customers: scammers preying on the losses, disputes over transfers people had approved themselves, and real confusion about which products near a deposit were actually protected.
Week of 14 February 2022
In Ukraine’s bank DDoS, the rumor outran the outage
In February 2022, attackers knocked Ukrainian state banks offline for a few hours while fake texts claimed ATMs had failed. The outage was brief; the fear was the point. Staying available in a crisis includes what customers believe about their money.
Week of 8 November 2021
Robinhood’s phone-call breach argues for support access sized to one customer
In November 2021, one phone call to one support employee gave an attacker reach into millions of Robinhood customer records. The fix lives in three places: the person on the phone, the tools on their screen, and what customers are taught to trust.
Week of 5 July 2021
Why community banks’ open banking experience sat with their core vendors
The July 2021 competition order nudged the CFPB toward a rule on sharing bank data. For community banks and credit unions, the customer’s experience of that sharing was already shaped elsewhere: by core and digital banking vendors, in three moments they only partly controlled.
Week of 23 March 2020
Forbearance on request: what the CARES Act asked of loan servicers
The CARES Act let homeowners with federally backed mortgages pause payments simply by asking, and told lenders how to report those accounts. Servicing built for the occasional exception suddenly had to handle requests, credit reporting and exit plans by the thousand, mostly from home.