# Cullen/Frost Bankers: Client experience technology

Source: https://www.bankingnewsai.com/banks/frost/client-experience-technology
Last updated: Oct 16, 2026

*Part of the [Cullen/Frost Bankers AI strategy profile](https://www.bankingnewsai.com/banks/frost).*

## What client experience technology does Frost Bank offer?

Frost pairs a self-developed mobile app with 24/7 human service and measures the result in J.D. Power scores. In the 2026 U.S. Retail Banking Satisfaction Study Frost ranked highest in Texas for the 17th straight year, with a score of 757, 76 points above the regional average, and first in all eight dimensions including digital channels. Its investor decks track the shift online: 50% of consumer deposit accounts came from the online channel in Q4 2023, 45% in Q2 2024, 47% in Q2 2025 and 53% in Q4 2025 and Q2 2026, when 81% of checking households engaged digitally in the month and the app held a 4.9 App Store rating. Rebuilding deposit account opening on Blend lifted completion from 50% to 80%, cut manual review from 15% to 3% and raised net promoter score from 90 to 94 (August 2026). Features added over the years include Zelle (2017), Plaid connections with in-app controls (2022), Atomic direct deposit switching (2024) and Known Caller, which recognizes customers who call from the app. AI sits behind the agent, not in front of the customer: the decks promise phone and chat support 'with real humans'. ([Frost Bank (PR Newswire)](https://www.prnewswire.com/news-releases/for-17th-consecutive-year-frost-bank-ranks-highest-in-the-jd-power-retail-banking-satisfaction-study-in-texas-302726413.html), [Cullen/Frost Bankers (SEC filings)](https://www.sec.gov/Archives/edgar/data/39263/000003926324000017/investor_presentationxup.htm), [Cullen/Frost Bankers (SEC filings)](https://www.sec.gov/Archives/edgar/data/39263/000003926324000065/a2q24investorpresentatio.htm), [Cullen/Frost Bankers (SEC filings)](https://www.sec.gov/Archives/edgar/data/39263/000003926325000106/final2q-2025investorpres.htm), [Cullen/Frost Bankers (SEC filings)](https://www.sec.gov/Archives/edgar/data/39263/000003926326000014/final-4qx2025xinvestorxp.htm), [Cullen/Frost Bankers (SEC filings)](https://www.sec.gov/Archives/edgar/data/39263/000003926326000049/a2q-2026finalinvestorpre.htm), [Business Wire via FT Markets](https://markets.ft.com/data/announce/full?dockey=600-202608180800BIZWIRE_USPRX____20260818_BW315276-1), [Frost (PR Newswire)](https://www.prnewswire.com/news-releases/frost-partners-with-zelle-to-launch-send-money-with-zelle-service-via-the-frost-app-300519679.html), [The Financial Brand](https://thefinancialbrand.com/news/open-banking/how-and-why-frost-bank-embraced-open-banking-data-sharing-137574), [Business Wire via FinTech Futures](https://fintechfutures.com/press-releases/frost-bank-improves-customer-experience-with-atomic-direct-deposit-switch), [Frost Bank](https://www.frostbank.com/financial-technology))

## How much of Frost's consumer business has moved online?

From the 'Technology Highlights' slide of each investor presentation filed with the SEC. Frost reports these figures for the quarter named.

| Quarter | Consumer deposit accounts opened online | Consumer digital money movement, year on year | Other | Sources |
| --- | --- | --- | --- | --- |
| Q4 2023 | 50% | +8% | 24% of all new accounts opened online | [Cullen/Frost Bankers (SEC filings)](https://www.sec.gov/Archives/edgar/data/39263/000003926324000017/investor_presentationxup.htm) |
| Q2 2024 | 45% | +11% | Highest-rated consumer banking app of all U.S. banks | [Cullen/Frost Bankers (SEC filings)](https://www.sec.gov/Archives/edgar/data/39263/000003926324000065/a2q24investorpresentatio.htm) |
| Q4 2024 | 46% | +12.3% | Atomic Direct Deposit Switch introduced | [Cullen/Frost Bankers (SEC filings)](https://www.sec.gov/Archives/edgar/data/39263/000003926325000039/final4q-2024investorpres.htm) |
| Q2 2025 | 47% | +10% | New features for a 'more personalized, secure, and goal-oriented' digital experience | [Cullen/Frost Bankers (SEC filings)](https://www.sec.gov/Archives/edgar/data/39263/000003926325000106/final2q-2025investorpres.htm) |
| Q4 2025 | 53% | +8% | 24/7 phone and chat support 'with real humans' | [Cullen/Frost Bankers (SEC filings)](https://www.sec.gov/Archives/edgar/data/39263/000003926326000014/final-4qx2025xinvestorxp.htm) |
| Q2 2026 | 53% | +10% | 4.9 App Store rating; 81% of checking households engaged digitally in the past month | [Cullen/Frost Bankers (SEC filings)](https://www.sec.gov/Archives/edgar/data/39263/000003926326000049/a2q-2026finalinvestorpre.htm) |

## Which digital tools has Frost launched, and with what results?

Launch dates and results as Frost or its partner published them.

| Tool | What it does | Result or scale | Date | Sources |
| --- | --- | --- | --- | --- |
| Send Money with Zelle | Person-to-person payments in the Frost app, unlimited payments per day | Nearly $41 million sent or received through Send Money since Frost joined Zelle in September 2016, as the first Texas-based bank | September 14, 2017 | [Frost (PR Newswire)](https://www.prnewswire.com/news-releases/frost-partners-with-zelle-to-launch-send-money-with-zelle-service-via-the-frost-app-300519679.html) |
| Blend lending and deposits | Mortgage, consumer lending and deposit opening on one platform with auto-payment setup | Deposit opening: completion 50% to 80%, manual review 15% to 3%, six to seven minutes, NPS 90 to 94 | 2021 extension; results August 18, 2026 | [Blend (Business Wire)](https://www.businesswire.com/news/home/20211013005818/en/Blend-and-Frost-Bank-Extend-Partnership-into-Mortgage-Consumer-Banking-and-Deposits), [Business Wire via FT Markets](https://markets.ft.com/data/announce/full?dockey=600-202608180800BIZWIRE_USPRX____20260818_BW315276-1) |
| Plaid Manage Connections | Customers see and revoke every fintech connection made through Plaid inside the app | About 400,000 customers | 2022 | [The Financial Brand](https://thefinancialbrand.com/news/open-banking/how-and-why-frost-bank-embraced-open-banking-data-sharing-137574) |
| Atomic Direct Deposit Switch | Move a paycheck's direct deposit to Frost from inside the app | Not disclosed | April 23, 2024 | [Business Wire via FinTech Futures](https://fintechfutures.com/press-releases/frost-bank-improves-customer-experience-with-atomic-direct-deposit-switch) |
| Known Caller | Calling from inside the Frost app identifies the customer without security questions | Not disclosed | Listed on frostbank.com (October 2026) | [Frost Bank](https://www.frostbank.com/financial-technology) |
| Contact center AI (LivePerson; Contact Center Copilot) | Generative-AI agent tools behind human agents; call summaries and prompts | 91% CSAT and under-60-second responses (LivePerson); 38% more calls with 14% more staff (December 2025) | 2024; 2026 | [LivePerson (PR Newswire)](https://www.prnewswire.com/news-releases/liveperson-delivers-measurable-returns-on-ai-investments-to-enterprises-across-the-globe-302256473.html), [Bank Automation News](https://bankautomationnews.com/allposts/ai/inside-look-frost-banks-ai-and-payments-strategy), [Cullen/Frost Bankers (SEC filings)](https://www.sec.gov/Archives/edgar/data/39263/000003926326000049/a2q-2026finalinvestorpre.htm) |

## How do customers rate Frost's digital and service experience?

In the J.D. Power 2025 U.S. Retail Banking Satisfaction Study Frost scored 745, 68 points above the Texas average, and ranked first in six of seven dimensions including digital channels. In 2026 it scored 757, 76 points above average, and ranked first in all eight dimensions, including net promoter score, resolving complaints and digital channels; it has topped Texas in all 17 years J.D. Power has surveyed the state separately. ([Frost Bank (PR Newswire)](https://www.prnewswire.com/news-releases/for-16th-consecutive-year-frost-bank-ranks-highest-in-the-jd-power-retail-banking-satisfaction-study-in-texas-302414397.html), [Frost Bank (PR Newswire)](https://www.prnewswire.com/news-releases/for-17th-consecutive-year-frost-bank-ranks-highest-in-the-jd-power-retail-banking-satisfaction-study-in-texas-302726413.html))

Frost markets its approach as 'Technology with a Human Side' and promises a human on the phone 24/7. Stead said in January 2025 that Frost would not front customer conversations with a bot, but expects AI to let customers describe what they need to the app in their own words; no such conversational feature has been announced. ([Frost Bank](https://www.frostbank.com/financial-technology), [Banking Dive](https://www.bankingdive.com/news/ai-mobile-banking-apps-digital-customer-experience-frost-bank/738610/))

## What does the Frost profile record on this topic?

| Date | Move | Detail | Sources |
| --- | --- | --- | --- |
| Aug 27, 2026 | Blend 'Ecosystem Expander' award | Blend credits Frost with scaling its platform across four major lines of business; the award went to Katie Keating's consumer products team. | [Business Wire via Yahoo Finance](https://finance.yahoo.com/small-business/articles/blend-honors-seven-customers-best-200000530.html) |
| Aug 20, 2026 | Blend reports agentic Autopilot results across lenders | 50,000-plus live loans since March 2026; Frost's participation undisclosed. | [Business Wire via FT Markets](https://markets.ft.com/data/announce/full?dockey=600-202608200800BIZWIRE_USPRX____20260820_BW158280-1) |
| Aug 18, 2026 | Blend account-opening results published | Completion 80%, manual review 3%, NPS 94. | [Business Wire via FT Markets](https://markets.ft.com/data/announce/full?dockey=600-202608180800BIZWIRE_USPRX____20260818_BW315276-1) |
| Aug 17, 2026 | Investor deck names a contact-centre copilot | Call-centre staffing up 14% and call volume up 38% (as of December 2025), 'facilitated by' call-centre modernisation, a contact-centre copilot and enhanced customer chat; 66% of tier-one capabilities modernised, 40% in the cloud. | [Cullen/Frost Bankers (SEC filings)](https://www.sec.gov/Archives/edgar/data/39263/000003926326000049/a2q-2026finalinvestorpre.htm) |
| Jul 29, 2024 | Frost sets out its AI plans to Bank Automation News | Laura Miller says the focus is customer experience, fraud detection is the likely first AI use case and AI underwriting waits for regulatory clarity; a LivePerson co-pilot supports contact-centre staff; Q2 2024 technology spend was $35.9 million, up 8%. | [Bank Automation News](https://bankautomationnews.com/allposts/ai/inside-look-frost-banks-ai-and-payments-strategy) |
| Apr 23, 2024 | Atomic direct-deposit switching | Frost adds Atomic so customers can move direct deposit to Frost inside its app; Stead is quoted in the announcement. | [Business Wire via FinTech Futures](https://fintechfutures.com/press-releases/frost-bank-improves-customer-experience-with-atomic-direct-deposit-switch) |

## Common questions

### What share of Frost's new deposit accounts is opened online?

Frost's investor presentations put the online channel at 50% of consumer deposit account openings in Q4 2023, 45% in Q2 2024, 46% in Q4 2024, 47% in Q2 2025 and 53% in both Q4 2025 and Q2 2026. In Q4 2023 the bank also said 24% of all new accounts were opened online.

### What did Frost's switch to Blend for account opening achieve?

Blend and Frost said on August 18, 2026 that digital account-opening completion rose from 50% to 80%, applications needing manual review fell from 15% to 3%, accounts open in six to seven minutes, completed digital applications rose 60% and net promoter score moved from 90 to 94. Frost first used Blend for home equity and extended it to mortgage, consumer banking and deposits in October 2021.

### How is Frost's mobile app rated?

Frost's Q2 2026 investor presentation reports a 4.9 average review in Apple's App Store and says no U.S. bank has a higher rating; earlier decks call it the highest-rated consumer banking mobile app of all U.S. banks. In J.D. Power's 2026 study Frost ranked first in Texas on digital channels as well as people.

### Does Frost use AI in customer service?

Only behind human agents. LivePerson says Frost uses its generative-AI agent efficiency tools so agents answer in under 60 seconds, and Frost's 2026 deck credits a Contact Center Copilot and enhanced customer chat for absorbing 38% more calls with 14% more staff. Frost says its 24/7 phone and chat support is staffed by real humans and has disclosed no customer-facing bot.

### Which digital features does the Frost app offer?

Frost's technology page lists mobile check deposit up to $25,000 a day, bill pay, Zelle, debit card PIN changes, biometric login, dark mode, digital wallets, account aggregation through Plaid and Known Caller, which recognizes a customer who calls from inside the app. Atomic direct deposit switching was added in April 2024.
## Deeper on Frost

- [What is Frost Bank's AI strategy?](https://www.bankingnewsai.com/banks/frost/ai-strategy)
- [What technology stack does Frost Bank run?](https://www.bankingnewsai.com/banks/frost/technology-stack)


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