Call Center Staff Can’t Help Customers If They Can’t Find Key Data
Banks and credit unions sit on a wealth of data, but customer service staff has trouble finding it. Improving 'enterprise search' is imperative.
How Branding Pays Off in the Bottom Line and in Tough Times
In the wake of so much banking turbulence this spring, one clear lesson is how branding has powerful benefits that help boost the bottom line.
What Banks & Fintechs Must Know About Washington’s New Guidance on Partnerships
Scrutiny of how banks & fintechs work together is ratcheting up. Get the key takeaways from the new regulatory guidance on the subject.
How to Build a BaaS Program: A Checklist for Getting Started
Banks that implement a BaaS strategy are drawn to benefits such as access to deposits and loans from outside their own geographic markets.
Customer Data Is Banks’ Secret Weapon for Entering Buy Now, Pay Later Fray
Consumers like buy now, pay later options. Isn't it time traditional players gave them better BNPL programs?
Think Agile Is Only for Tech Companies? Think Again.
As digital transformation in banking booms, enthusiasm for Agile, a project management philosophy developed in the technology sector, grows.
How to Get Comfortable with Generative AI in Your Marketing Strategy
Crawl, walk, run toward generative AI, urges a marketing executive at a financial institution. Those not experimenting with it are missing out.
What Inspires Your Employees and Customers? That’s the Key to Retention
Future-focused leaders must assess how employees' and customers' mindsets have shifted, then act accordingly, adjusting everything from benefits to branding.
Today’s Deposit Battles Demand Personalized Marketing Strategies
Winning the struggle for deposits demands better strategies than banking used in the past. Begin with a better understanding of consumers.
Digital Leaders Differ from Other Banks in Talent Strategy, Research Shows
What are the banks that have thrived amid digital transformation doing differently than the laggards? A lot has to do with their talent strategy.
Virtual Account Management Is Catching On with Corporate Customers
Corporate accounts often take weeks to open, but VAM can make the process faster and easier for banks and their business customers.
How Small Business Owners Size Up Their Banking Relationships and the Economy
A survey of small business owners points to opportunities for banks and credit unions to deepen these relationships. One immediate priority should be more communication.
If You Are Going to Bank on Customer Loyalty, Return the Loyalty
Holding on to customers will get harder as the economy keeps shifting and people shop around more aggressively. Here are tips for retention.
Failing to Experiment With AI Tools Like ChatGPT Is An Inexcusable Mistake
Stop wondering how other banks and credit unions are using generative AI tools like ChatGPT and start experimenting — because prompt engineering is our destiny.
Credit Card Revolvers vs. Transactors: Understanding Their Behavior to Optimize Marketing Strategies
Credit card transactors have different spending habits and lifestyles than credit revolvers. Here's how marketers can use these insights.
What’s Next in Digital Transformation: Data-Driven Decision-Making
Recent turmoil in the banking sector has accelerated the need for companies industrywide to boost their data and analytics capabilities.
Customer Service in the Age of ChatGPT: Don’t Take AI Too Far in the Call Center
With artificial intelligence tools like ChatGPT, financial institutions see potential to improve the customer experience. But how far can they take it?
As a Deposit Strategy, ‘New Money Only’ Rate Offers Are a Poison Pill
Banks and credit unions looking to attract and retain deposits have better options than 'new money only' rate offers that undermine longstanding relationships.
Fintech Vendors Must Stop Giving Small Institutions Short Shrift on AI Tech
Artificial intelligence can be an equalizer for financial institutions, but small banks and credit unions need better access to it.
‘One and Done’ Messaging Won’t Fix Public’s Banking Jitters
Banking leaders must reach out to local groups to tell their stories and it's a message that must be refreshed frequently.
How Leaders Can Ensure an Effective Change Management Effort
How can you inspire lasting change? Follow these steps, based on research into the way successful social and political change takes root.
‘Paze’ or Pass? What to Consider Before Joining the Digital Wallet
Zelle’s parent company wants its ecommerce digital wallet to rival Apple Pay and PayPal. Should your financial institution join up?
