How Credit Unions and Community Banks Can Better Serve Young Consumers

Millennials and Generation Z make up the largest population demographic in the United States. But while marketers across the industries are excited to get their attention, these consumers are quite different from the preceding generations and have high expectations for the companies they choose to do business with, whether it’s…

The Dodd-Frank Disconnect – The Price of Regulations on Community Banks

The Dodd-Frank regulations—enacted in response to the collapse of Lehman Brothers and the other near failures of 2008 and 2009—have caused banks to be more cognizant of the risks and more careful in their lending practices, extending loans only to the most qualified customers. The largest institutions are now subject…

Community Banks Forced to Re-evaluate Technology’s Role in Serving Customers

During the 2016 FDIC Community Banking Conference, Strategies for Long-Term Success, a community bank executive delivered an eye-opening report: Her own institution, with assets of less than $300 million, was exposed to 800,000 cyberattacks every month. She discussed the importance of educating the general public on best practices for online…

A Competitive Edge for Community Banks

In the mid-1990s, predicting that technology would transform banks protected by regulation and incumbency, Bill Gates declared, “Banks are dinosaurs, they can be bypassed.” Banks have avoided extinction, but in order to stay relevant, they need to innovate, harness digital disruption, and completely re-imagine their role in the customer experience. This…

Amid Failing Banks, CUs Must “Be the Buffalo”

I have always been amazed by the way that animals can sense impending storms. As a child, I spent my formative years growing up in rural Alabama. Surrounded by cotton fields and livestock, I got a front row seat to witness the key difference between cows and buffalo. Other than…

Why banks should ride the technology wave to provide a better customer experience

Today is the first day of the Consumer Electronics Show (CES) in Las Vegas, Nevada and I’m excited to see all of the latest gadgets and hear about what’s on the horizon for technology. Some predictions are already being made about what trends we can expect to dominate - think,…

Is Digital Banking Really Boosting Customer Experience?

The future of successful banking depends on delivering memorable customer experiences and creating lasting customer loyalty. To achieve these lofty goals today, banking strategists must deploy innovative technologies centered on digital transformation. The latter is the obvious route to combating challenges and capitalizing on opportunities. However, earning top ratings for…

2024 Bank Technology Trends That Tighten Customer Asset Protections and IDs

With a new year underway, a key question echoes across the financial industry: Is technology making banking safer or more dangerous? Depending on who's wielding the power, technology is a two-edged sword: On the one hand, technological innovations in banking enable financial services management to fortify security and compliance programs…

5 EX Metrics to Transform Your CX

Two vital business success drivers are employee retention and customer loyalty, thus consolidating team cohesion and sustainable sales revenue over the long term. We have already covered the overlap between CX and EX, showing how ambitious CX objectives can never emerge without establishing a corporate culture that favors exceptional employee…

Seasonal Support for Healthcare Employees: Rx for a Healthier Workplace

The healthcare industry has always been demanding, but the holiday season brings its own set of challenges for healthcare employees. While most people look forward to festive gatherings and time with family and friends, healthcare professionals often work tirelessly to ensure patients receive the care they need. This seasonal stress…