Can You Handle a Contrarian Opinion About the Customer Experience?

Improving the experience of a flawed product is like installing an escalator on a horse buggy.

Amazon and Banks: Friends or Foes?

Could Amazon be positioning itself to become a technology provider to banks, not a competitor?

Banks’ New High-Wire Act: Political Tightroping

The reputation risk resulting from who you do business with, and from what you say in public, has never been greater.

Can Credit Unions Afford to Not Provide Credit Scores?

IF not credit scores, credit unions should offer some form of financial health score.

Debunking the AI, Voice, and Chatbot Hype in Banking

FIs don’t have the data or skills to provide financial advice and guidance via chatbots.

Do You Need a Technologist on Your Board?

Board members’ educational background–not industry experience–can drive more innovation in your firm.

Referral Performance Score: A New Metric to Replace Net Promoter Score

Intention to refer is not as important as referral (and account growth) behavior.

The New Competitive Dynamic: Financial Health

Improving financial health will become the new basis of competition in retail banking.

Deposit Displacement

There are forces hampering FIs’ efforts to keep up the recent pace of deposit growth.

Telling Your Brand Story

Three elements comprise an effective brand story. Does your FI’s brand have them?

Is AI-Driven Service Better Service?

Is artificial intelligence-driven service better service? How would we know?

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