The question these days isn't whether to deploy interactive video teller machines. It's about whether you should go completely tellerless or not.
Exercises in mapping the customer journey should focus steering consumers into the right channels, not simply documenting current channel use.
Columnist Ron Shevlin argues that making future decisions about branches based on the realities of today could be a big mistake.
Financial marketers can make a stronger strategic contribution to their firms by measuring customer engagement. Here's how.
Research reveals major disconnects between financial institutions' perceived and actual future readiness in areas like digital UX, marketing and data analytics.
Consumers will overlook or rationalize transgressions in trustworthiness and integrity to get what they want done done.
In the chatbots versus personal touch battle, it's hard to bet against chatbots when the evaluation criteria convenient/most effective is .
Financial institutions are rightfully focused on innovating and creating cultural change, but they're missing one important ingredient.
There are plenty of things wrong with the Wells Fargo scam, but three things in particular are really screwed up about the whole mess.
Strategic planners are looking out and asking, "What could screw up our plans?" Here are three things threatening to squeeze community-based financial institutions.
For a typical $1.5 billion financial institution, closing the performance gap could yield a 50% increase in non-interest income.
Banks that become a platform will create new revenue streams, diversification against downturns in core businesses, and a new type of consumer relationship.
Credit union benchmarks for Facebook likes, tweets, Twitter followers, and YouTube views,
What, exactly, is "the customer experience"? My take: Just a nonsense business term that reflects our desire to simplify the complex.
Voice-activated chatbots that provide account balances or expense categorization are useless. Here are the REAL questions chatbots need to answer.
A financial health metric could change the basis of competition in banking. At the least, it's an important tool for marketers.
Calls for banks to pair up with fintech companies are misguided, and what's happened so far doesn't remotely qualify as "partnerships."
We expect fintechs to drink the Kool-Aid about sweeping, disruptive industry change. But when they try to feed us the Kool-Aid, just say no.
Simple's CEO says if it were a traditional bank it would need 850 branches and 6,000 employees to support its customer base. But that can't be right.
More than half of consumers said they'd prefer to receive updates from companies they do business with through snail mail. Something fishy is going on here.
The differences between sub-segments of banking Millennials are too big to ignore. Let's stop treating Millennials as a single segment.
Many companies are frustrated with their strategic planning efforts. The reasons why can be found on the Pink Floyd's Dark Side of the Moon.