Millennials are the dominant segment driving demand for financial services today. But they're no longer an emerging segment. Baby Boomers. Read More about The New Emerging Segment of Banking Consumers: Baby Boomers
The question these days isn't whether to deploy interactive video teller machines. It's about whether you should go completely tellerless or. Read More about The Quest for Interactive Video Teller ROI
Exercises in mapping the customer journey should focus steering consumers into the right channels, not simply documenting current channel. Read More about Right-Channeling: The Real Reason to Do Customer Journey Mapping
Columnist Ron Shevlin argues that making future decisions about branches based on the realities of today could be a big. Read More about The Fading Importance of Physical Engagement in Retail Banking
Financial marketers can make a stronger strategic contribution to their firms by measuring customer engagement. Here's. Read More about How to Calculate Customer Engagement
Research reveals major disconnects between financial institutions' perceived and actual future readiness in areas like digital UX, marketing and data. Read More about Is Your Bank Ready for the Future?
Many community institutions like to say they "know their customers." Baloney. It's simply not possible considering their lousy data and limited analytics. Read More about Face The Truth: Your Customer Data Sucks
Consumers will overlook or rationalize transgressions in trustworthiness and integrity to get what they want done. Read More about The Lesson Banking Should Learn From the Trump Election
In the chatbots versus personal touch battle, it's hard to bet against chatbots when the evaluation criteria convenient/most effective is. Read More about Chatbots vs. The Human Touch: Which Will Win?
As the pundits yell and scream about the need for, and benefit of, simplicity in banking, the place to start may very well be in the. Read More about Make Branches Integral to Cross-Channel Sales… or Shut Them Down
Financial institutions are rightfully focused on innovating and creating cultural change, but they're missing one important ingredient.. Read More about Driving Culture Change for Innovation in Banks and Credit Unions
There are plenty of things wrong with the Wells Fargo scam, but three things in particular are really screwed up about the whole. Read More about 3 Problems With The Wells Fargo Cross-Selling Scandal
Strategic planners are looking out and asking, "What could screw up our plans?" Here are three things threatening to squeeze community-based financial. Read More about Escaping The Squeeze: 3 Forces Challenging Mid-Sized Banks And Credit Unions
For a typical $1.5 billion financial institution, closing the performance gap could yield a 50% increase in non-interest. Read More about Banks and Credit Unions Are Leaving Money on the Table
Banks that become a platform will create new revenue streams, diversification against downturns in core businesses, and a new type of consumer. Read More about The Platformification of Banking
Credit union benchmarks for Facebook likes, tweets, Twitter followers, and YouTube views,. Read More about Social Media Benchmarks for Credit Unions
What, exactly, is "the customer experience"? My take: Just a nonsense business term that reflects our desire to simplify the complex.. Read More about Is The Customer Experience All It’s Cracked Up to Be?
Voice-activated chatbots that provide account balances or expense categorization are useless. Here are the REAL questions chatbots need to. Read More about The Top 3 Banking Questions for Chatbots
A financial health metric could change the basis of competition in banking. At the least, it's an important tool for. Read More about Competing On Financial Health
Don't believe the nonsense you read about a "fast-follower" strategy. You couldn't do it if you wanted, and you don't need. Read More about The Fast Follower Fallacy
Calls for banks to pair up with fintech companies are misguided, and what's happened so far doesn't remotely qualify as. Read More about The Foolish Fantasies of Fintech/Bank Partnerships
We expect fintech VCs to drink the Kool-Aid about sweeping, disruptive industry change. But when they try to feed us the Kool-Aid, we need to just say. Read More about An Open Letter to Fintech VCs
