NCR

APRIL 28, 2017

With the landscape shifting rapidly for the financial services industry – thanks to the rise of digital and changing consumer expectations – being able to provide a strong customer experience (CX) can be a key differentiator that helps banks stand out in a crowded and increasingly competitive market.

Customer Experience 91

Customer Experience Analytics Community User Experience 91

Independent Banker

OCTOBER 31, 2022

AI can help solve customer pain points—but does it mean community banks will lose the personal touch they pride themselves on? As community bankers themselves tell us, the answer is no. The estimated amount of money banks will save by using AI applications by 2023. Carson Lappetito, Sunwest Bank. Quick Stat.

Community Bank 91

Community Bank Community Customer Experience Data 91

Independent Banker

FEBRUARY 29, 2020

“Today’s technology environment opens the door to a world of opportunity for community bankers.”. We may not be benefactors of self-preparing meals and hovercraft transportation, but all the same, technology plays a major role in our daily lives—and in the banking business. Welcome to Independent Banker’s ICBA LIVE 2020 issue!

Community Bank 155

Community Bank Community Technology Customer Experience 155

South State Correspondent

MAY 18, 2022

In this article, we explore the data around customer problem resolution and show why measuring associated metrics may be the most important thing you can do to be able to deliver on your value proposition of service. The Need To Improve Customer Problem Resolution. Why Customer Problem Resolution Matters.

social media 195

social media Training Customer Experience Community Bank 195

Abrigo

SEPTEMBER 2, 2020

Key Takeaways With more customers leveraging channels like online and mobile banking, community financial institutions are trying to solve how to maintain their hallmark community focus in an increasingly digital world. Technology can create efficiencies that allow them to reimagine customer interactions moving forward.

Lending 259

Lending Community San Antonio Survey 259

South State Correspondent

DECEMBER 8, 2023

This conference is crucial because it provides insight into small business banking and has a good mix of essential banking-focused topics with a heavy emphasis on the customer experience. Increasing lifetime value was a common discussion with every bank. However, banks differed in how to get there.

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Conference Retail Community Bank Technology 195

South State Correspondent

MAY 1, 2024

For inspiration in banking innovation, we often look to other industries. Honkook Kim and his Gentle Monster Brand is a perfect example. With financial hardship, competition from dominant players, and a startup budget, Gentle Monster faced many of the same challenges as a community bank.

Innovation 195

Innovation social media Branding Marketing 195

Independent Banker

JANUARY 31, 2022

From new competition and new technology to new regulation, we have adapted and continued to offer the relationship-centric experience that our communities, customers and missions depend on. Communicate, communicate, communicate. Photo by Heather Esposito. My Top Three. But we haven’t done it alone.

Community Bank 91

Community Bank Community US Regulation 91

Abrigo

SEPTEMBER 2, 2020

Key Takeaways With more customers leveraging channels like online and mobile banking, community financial institutions are trying to solve how to maintain their hallmark community focus in an increasingly digital world. Technology can create efficiencies that allow them to reimagine customer interactions moving forward.

Lending 195

Lending Community San Antonio Survey 195

Independent Banker

JANUARY 31, 2023

With technology upgrades and customer experience consistently ranking as chief priorities for community banks, there’s no question that innovation serves as a strategic imperative. Even when you’re engaging at the earliest stages of a new product, fintechs will have proof of concept and pilot examples.

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Fintech Innovation Community Community Bank 139

Independent Banker

APRIL 30, 2022

While most of Alpine Bank’s in-lobby “shops” are carried out here at its Glenwood Springs branch, the program also has an online element. It’s no secret why Alpine Bank’s mystery shopper program has helped the community bank meet and exceed customer expectations over the past two decades. Name: Alpine Bank.

Community Bank 91

Community Bank Community Illinois Online 91

Independent Banker

AUGUST 31, 2021

The payments space can be dizzying for even the most enterprising community bank. Experts point to a strategy built on customer input and relationship-building. Banking-as-a-service (BaaS). Central bank digital currency (CBDC). central bank digital currency.”. The customer connection. Faster payments.

Trends 91

Trends How To Payments Community Bank 91

Gonzobanker

FEBRUARY 23, 2022

Early adopters are earning prestige while investors and a hoard of community banks explore the opportunity to tap into this new source of revenue. According to internal Cornerstone research, banks pursuing Baas hadan 80% median increase in NIE compared to an industry median of just 18%. assets, citing high NIE.

Community Bank 133

Community Bank Strategy Risk Management Fintech 133

NCR

DECEMBER 1, 2017

It’s an interesting time to be a community financial institution (FI) right now. For smaller community banks and credit unions in the US, it might seem like a difficult time to do business, with so much change, intensifying competition and regulatory compliance to contend with. “They get better service.

Community 56

Community Community Bank Michigan Lending 56

Independent Banker

OCTOBER 31, 2021

It provides a real ROI, including increased efficiencies, more loan originations and a way to attract and retain customers. Community bankers tell us why. First State Bank & Trust in Williston, N.D., started developing its digital lending platform about three years ago—and the bank is really glad it did. “I’m

Lending 91

Lending Community Bank Community North Dakota 91

Gonzobanker

FEBRUARY 8, 2022

Maybe instead of Acquire or Be Acquired, this conference should be called Evolve or Be Acquired,” observed Eric Sprink, CEO of Coastal Community Bank in Everett, Wash., and a trailblazer in the world of banking as a service (BaaS). Think about the wild ride that Silvergate Bank has taken with its crypto strategy.

Fintech 167

Fintech Customer Experience Conference Technology 167

South State Correspondent

OCTOBER 4, 2022

Hundreds of banks attempt to wow their customers by sending birthday cards, banking anniversary cards, offering chocolates at the teller window, and providing a free month of interest on their consumer loans. Pioneered by the hotel industry, many banks have copied this tactic, but none have been able to scale it.

How To 195

How To Customer Experience Examples social media 195

South State Correspondent

JUNE 27, 2023

It’s a way for banks to speak with each other, and it started to be phased in during the first quarter of this year with the goal of a complete conversion by 2025. While this is mostly the domain of large banks, there are three reasons why your community bank should consider adopting this language to increase future bank performance.

System 195

System Data Examples Payments 195

PYMNTS

JANUARY 6, 2021

“The three verticals that we service at NCR today — banking, restaurants and retail — I think they had the common bond for us that they was all about, ‘how do you simplify operations and the customer experience?’” Take restaurants , for example, Brown said: “How do we help them?” So we led with technology.”.

Innovation 318

Innovation Data Examples Community Bank 318

Abrigo

FEBRUARY 27, 2020

At most banks and credit unions, for example, staff re-enter the same data point between 1 and 5 times. The types of inefficiencies and delays are those that can also result in unhappy customers and staff. Abrigo's Business Lending Readiness Survey found many processes stymie those efforts.

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Lending Survey Data System 243

Social Assurance

OCTOBER 1, 2021

Maybe it’s the interactions a customer experiences while visiting the branch? Whatever it is, community heroes are constantly leaving their mark. From supporting small businesses to uplifting employees, here’s how Community Heroes Empower, Ignite, and Enable their communities: Empower.

Community 15

Community Community Bank social media Branding 15

Gonzobanker

MARCH 7, 2024

From panels to keynotes to hallways, here are a few things that caught my attention: AI: Next-gen customer experience? Mary Wisniewski, John Spottiswood, Srinivas Njay, Jerry Ryan Hildebrand The issue of customer service came up on repeat in my panel exploring artificial intelligence and customer engagement.

Las Vegas 156

Las Vegas Fintech Conference San Francisco 156

Gonzobanker

DECEMBER 19, 2022

A few modest examples of the 2022 roller coaster ride: The Fed rate hikes in 2022 totaled 425 basis points. Hats off to Thomas Shara at Lakeland and Tony Labozzetta of Provident for architecting the new $25 billion super-community bank in New Jersey. All of you with your hands up… … uh huh. Pull ’em down. No, you didn’t.

Community 216

Community Fintech Industry Innovation 216

South State Correspondent

OCTOBER 28, 2022

During the two weeks, there were over a hundred significant cyberattacks by nation-states on national and regional banks that you could watch unfold in near real-time (bel0w) at Gartner and Money 20/20. Any community bank that believes it can keep up and thwart millions of attacks per second is fooling itself.

Conference 195

Conference Technology Las Vegas Trends 195

Gonzobanker

MARCH 24, 2021

Reality According to Customer Experience Executives. Executives at the financial institution who have responsibility for customer service, digital banking and retail sales have one perspective. Community banks and credit unions, in total, have 56 million. Chase and other megabanks can report similar results.

Customer Experience 144

Customer Experience Strategy Community ATM 144

Abrigo

MAY 8, 2024

They can more easily consider how to harness genAI's power to enhance their operations, compliance, risk management, and member or customer experience. An example of a use case for predictive AI is Signature Bank of Georgia ’s addition of AI-driven check fraud detection software that finds fraud faster.

Examples 195

Examples Fraud Resources Risk Management 195

Abrigo

JUNE 14, 2017

Identify what aspects of your borrower experience has the biggest impact on customers. For example, are your response times slow? Software solutions can both make your team more efficient and improve the customer experience. Is document gathering and data entry a tedious process?

Fintech 170

Fintech Software Lending Millennials 170

Gonzobanker

DECEMBER 14, 2023

Not the financial industry’s “Troublemakers ” – those regional and community banks, credit unions and supporting fintech entrepreneurs who continue to engage customers and communities and find niches that keep the grassroots of our country’s financial system alive and kicking. We are in awe. Seriously in awe.

Fintech 195

Fintech Community Regional Technology 195

South State Correspondent

AUGUST 10, 2023

Fraud detection, for example, must either be run in a separate application and then brought back into the core, or all core processes must stop to run a fraud sequence. Still, other times, both the bank and the customer “guess” at their balance during the day. A typical community bank may pay $1.5M

System 195

System Examples Operations Data 195

Celent Banking

MARCH 16, 2015

The conference was full of community bankers discussing evolving business models and the pressures its placing on their ability to gather deposits. Customer centricity is forcing a convergence of traditionally segregated value propositions. The retailer combines the in-store and app experience to enhance the customer buying process.

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Conference Retail Community Community Bank 100

Jeff For Banks

DECEMBER 28, 2023

I work for The Kafafian Group, a community bank consulting firm based in Bethlehem, Pennsylvania. Many of my readers might not know what my firm does, so I want to dedicate this post to the problems we help community bankers solve.

Groups 85

Groups Capital US Community 85

NCR

MAY 9, 2017

The expansion of new fintech apps started a trend of eroding revenue and profits from banks and credit unions, generating a sense of competition with app developers. Visa and Mastercard are prime examples of collaboration between FIs and providers. As standalone fintech apps became popular, the new customer base for FIs has diminished.

Fintech 75

Fintech Hawaii Community Bank San Francisco 75

PYMNTS

JUNE 14, 2019

The study didn’t examine in-depth why particular banks outperformed others. It’s not a stretch, though, to imagine that banks that resonate with customers for courtesy and competence on-site are also attuned to the digital customer experience. Customer experience in all channels directly affects satisfaction.

Retail 103

Retail Study Online Mobile 103

Gonzobanker

AUGUST 21, 2020

Can current digital and other remote capabilities support growth and a competitive customer experience? For example, software-enabled group breakouts allow for seamless collaboration. Thankfully, most long-term banking priorities remain intact and were even accelerated in some cases.

Software 78

Software Meeting Tools Community Bank 78

PYMNTS

JANUARY 8, 2019

Loyalty and rewards are indeed “table stakes at this point,” but consumers increasingly want something more — and that includes not only larger global financial institutions (FIs), but credit unions as well as community and regional banks. Cigar Experience. Vaduvur used a personal example to illustrate that point.

Cards 140

Cards Software Regional Data 140

FICO

APRIL 21, 2020

In the third installment of my series , here are some insights about the future of banking and what small business lenders should prepare for in a post-Coronavirus economy. More Contactless Customer Experiences. Banking will be different from now on, as audiences demand embedded features and more electronic services.

Community Bank 75

Community Bank Community Lending Fraud 75

Independent Banker

JANUARY 26, 2016

As community banks attempt to grow funding for expanding their loan portfolios, most turn to a tried-and-true method: They promote a certificate of deposit “special.” Community banks can significantly improve how they price and sell time deposits to produce more funding volumes with less negative impact to profitability.

Omaha 70

Omaha Community Community Bank Massachusetts 70