Insights on Business

SEPTEMBER 13, 2018

A combination of modest economic growth, aggressive cost reduction and related monetary stimulus — quantitative easing — are more likely the answers for profits rather than better customer value propositions. Because of this misplaced confidence, many banks are delaying necessary operating model transformations.

Operations 184

Operations Case Study Customer Experience Analytics 184

PYMNTS

JUNE 17, 2020

“Both of these channels are thus perfect targets for fraud, with cybercriminals posing as restaurants on social media and attempting to scam customers of their personal data, and fake reviews driving customers away from restaurants.”. A Fraudster’s Feast. Securing Social for the MOA Future.

Tools 141

Tools social media Fraud Mobile 141

PYMNTS

JANUARY 11, 2021

Banks, he noted, are increasingly having to embrace a digital-first experience. And amid that digital-first mindset, the banking experience may be increasingly moving toward self-service. Customer-centric technologies have provided the data and tools to manage relationships in the most profitable way.”.

ATM 142

ATM Strategy Capital Bitcoin 142

South State Correspondent

OCTOBER 26, 2023

Our Top 10 Insights From Money 20/20 From these sessions and announcements, we pulled out ten of our most important takeaways, each having an impact on bank operations in the coming year. The topics were perfect, and there were some great case studies, but the substance was standard, bordering on underwhelming.

Conference 221

Conference Las Vegas Fraud Case Study 221

PYMNTS

JUNE 29, 2020

Consumers are leaning heavily on digital banking tools during the pandemic, and studies suggest that they will continue to do so in its wake. Fifty-seven percent of consumers now prefer internet banking solutions, compared to the 49 percent who said the same prior to the pandemic. Scaling Up in a Post-Pandemic World.

Mobile 174

Mobile Digital Banking System Innovation 174

Gonzobanker

JUNE 25, 2021

So hats off to executives at community-based institutions who, according to Cornerstone Advisors’ What’s Going On In Banking 2021 study, said improving customer experience and service delivery was their No. With the increase in digital adoption, the demand for live agent support is stronger than ever. Technology.

Customer Experience 105

Customer Experience Fraud Policies Training 105

Chris Skinner

FEBRUARY 2, 2017

Nothing like the old world of proprietary structures that are closed and require heavy lifting to operate. Today’s digital firms have 1/100th of the numbers of staff, because they provide platforms for all to access and use. It’s agile and adaptable, collaborative and easy.

Study 150

Study Customer Experience Survey Software 150

PYMNTS

MARCH 3, 2020

Even millennials , who heavily lean on remote banking, still visit physical bank locations for more complex functions, such as loan applications. A recent study found that 75 percent of this generation’s members visit financial institutions (FIs) at least once per month. million compared to unsecured companies’ $5.16 million.

ATM 151

ATM Fraud Study Regional 151

Celent Banking

JANUARY 20, 2017

We’ve addressed this conundrum with five categories chosen to provide a broad cross-section of the banking landscape. Customer Experience. Operations and Risk. We expected to see nominations around digital banking, branch and core transformation, and payments, to name a few, and we weren’t disappointed.

Case Study 100

Case Study Boston Innovation Massachusetts 100

Gonzobanker

JANUARY 17, 2020

Banks are most afraid of big tech, just when these players face regulation. California CCPA), it’s hard to imagine just how far techies will be able to upend the nuts and bolts of the banking industry. New regional banks will struggle with operational maturity and customer experience.

Customer Experience 127

Customer Experience Fintech Regional Cards 127

Celent Banking

MARCH 16, 2017

Others took issue with my comparing retail banking to other retail categories, as if there is nothing to be learned by studying the broader digital commerce landscape. Honestly, I expected a mixed response: push back from those who are invested in advancing digital banking and agreement from branch technology vendors.

Survey 113

Survey Mobile Digital Banking Retail 113

Cisco

APRIL 7, 2019

What isn’t always so clear, however, is what trends matter most and where banks should focus their attention to stay head of the curve. We’ve identified the top 4 trends that banks can’t ignore in 2019. #1. Consumers crave a customized experience. Mobile-first banking is an immediate driver of digital strategy.

Trends 64

Trends Cyber Security Big Data Analytics 64

Cisco

APRIL 7, 2019

What isn’t always so clear, however, is what trends matter most and where banks should focus their attention to stay head of the curve. We’ve identified the top 4 trends that banks can’t ignore in 2019. #1. Consumers crave a customized experience. Mobile-first banking is an immediate driver of digital strategy.

Trends 48

Trends Cyber Security Big Data Analytics 48

Independent Banker

DECEMBER 31, 2022

“You can ramp up a revenue source that you’ve not had in the past and offset some of the losses in revenue that we’ve experienced or may experience. Create frictionless customer experiences. A recent Salesforce study indicates that 88% of customers say the experience a company provides is as important as its product or services.

Trends 140

Trends Payments Community Bank Texas 140

FICO

SEPTEMBER 27, 2022

With digitalization and AI, many processes can now be fully automated for the first time, without manual steps. This promises both significant cost advantages and faster processing and thus a better customer experience. Digitalization will also have an impact on the skillsets required in operations.

Analytics 52

Analytics Strategy Operations Google 52

Gonzobanker

APRIL 6, 2018

That number might look familiar because it’s the exact same as in our 2017 study. But ever-increasing customer experience expectations are forcing the hands of financial institutions – whether they have the organizational maturity or not. Competing with the Big Banks.

Regional 76

Regional Digital Banking Community Management 76

PYMNTS

APRIL 4, 2019

The study found the portion of FIs that completed innovations early in 2018 stood at 26.7 And while the ambition may be to bring all types of services and operations under one umbrella, Wain said the reality of integrating all of these far-flung parts of the payments spectrum may prove to be a challenge. “If

Innovation 119

Innovation Fintech Survey Customer Experience 119

Insights on Business

AUGUST 15, 2017

In the world of digital banking, bigger isn’t always necessarily better. Australian digital-only bank UBank is aiming to disrupt the banking industry to deliver a simpler, better, smarter customer experience. A truly agile operating model. Learn more about IBM banking solutions.

Leadership 87

Leadership Case Study Innovation Online 87

Insights on Business

AUGUST 15, 2017

In the world of digital banking, bigger isn’t always necessarily better. Australian digital-only bank UBank is aiming to disrupt the banking industry to deliver a simpler, better, smarter customer experience. A truly agile operating model. Learn more about IBM banking solutions.

Leadership 79

Leadership Case Study Innovation Online 79

FICO

MAY 19, 2020

As anti-fraud professionals, we should: Be aware of increased account takeover and customers susceptible to scams and help by educating our customers ( Here is some recent advice and tips for consumers ). Improve our defenses, and refresh our operations handbook, to handle the increase in mule accounts for money laundering.

Fraud 52

Fraud Management Handbook Cards 52

Gonzobanker

MARCH 9, 2016

Accenture has urged banks to embrace an “outside-in strategy to reinvent customer experience in the age of digital banking.” Agility studies. Now ask yourself: how nimble, collaborative and quick to make decisions is my bank today? Creative Collaborative Efficient. Chaotic Responsive Bureaucratic.

National 60

National Innovation San Francisco Industry 60

Independent Banker

DECEMBER 31, 2022

West: We have a major initiative to significantly improve our digital delivery system. On the heels of that, we’re going to build a new digital banking platform and data warehouse. It’s a major undertaking for a bank of our size. So our attention will be getting our whole organization ready for that new digital system.

Community Bank 91

Community Bank Community Tampa North Carolina 91

NCR

JULY 31, 2017

As we explored in the first part of this two-part guide, digital banking fraud is an escalating threat to financial institutions and their customers. Digital banking fraud can take many forms, such as identity fraud and account takeover , which are becoming increasingly common. million in 2016.

Fraud 74

Fraud Digital Banking social media Security 74

Gonzobanker

JANUARY 4, 2023

Consider: Digital banking/channel migration plan – The institution’s digital banking plan involves every line of business that touches customers. Risk plan – Operational risk management is a company-wide discipline that has become the focus of regulators, boards, and the “C” level. digital banking).

Technology 78

Technology System Software Groups 78

Celent Banking

DECEMBER 20, 2016

One Analyst’s Recap: The event was an engaging mix of bank-presented case studies, vendor perspectives and analyst analysis. Sure, there are and will be digital banks that enjoy a profitable business serving niche markets of digitally-driven customers. The Digital Branch isn’t just another buzz word.

Case Study 100

Case Study Metro Study Capital 100

FICO

JUNE 21, 2022

In fact, as early as next year, it’s predicted at least one in four (25%) will be reliant on applied intelligence, in the shape of AI sentiment analysis, to improve customer experience via decision platforms. Digital decision platforms have been driving a diverse mix of innovations. Read The 11 Commandments of Digital Banking.

Management 52

Management Customer Experience Regional Strategy 52

FICO

NOVEMBER 15, 2022

Digital banking is used by an estimated 93% of the UK adult population and is forecast to increase further within the next two years. By 2024, 435 million Europeans are predicted to be using online and mobile banking – up from 398 million today. Case Study – How Loblaw Adopted FICO Analytics to Deliver Customer Loyalty at Scale.

Analytics 52

Analytics Fraud Case Study National 52

FICO

OCTOBER 23, 2019

We completed surveys on this topic at FICO and the responses zero in on factors such as poor digital banking offerings, less personalized offers and smaller networks of branches and ATMs. Similarly, Greenberg shared a case study involving a major European bank and management consultants McKinsey.

Customer Experience 40

Customer Experience Case Study Analytics Marketing 40

FICO

OCTOBER 23, 2019

We completed surveys on this topic at FICO and the responses zero in on factors such as poor digital banking offerings, less personalized offers and smaller networks of branches and ATMs. Similarly, Greenberg shared a case study involving a major European bank and management consultants McKinsey.

Customer Experience 40

Customer Experience Case Study Analytics Marketing 40

FICO

OCTOBER 23, 2019

We completed surveys on this topic at FICO and the responses zero in on factors such as poor digital banking offerings, less personalized offers and smaller networks of branches and ATMs. Similarly, Greenberg shared a case study involving a major European bank and management consultants McKinsey.

Customer Experience 40

Customer Experience Case Study Analytics Marketing 40

CB Insights

MAY 15, 2019

DBS launched its Singapore innovation lab to break out of its “traditional banking mindset to think, behave, and deliver more like a technology company,” according to Neal Cross, chief innovation officer. DBS leaders expect to see more than 5,000 people actively innovating DBS’ services and operations at DAX each year. Founded: 2010.

Innovation 78

Innovation blockchain Technology Groups 78