Banking vs. Digital Banking:  Branches Still matter

Posted inOperations
Regulators are subtly shifting their position about digital banking, They now require reporting of digital deposits and wholesale deposits (e.g. FHLB borrowings) together. Is that a capricious move or do they know something we don’t? Digital banking is ubiquitous. From mobile apps and online portals to contactless payments and AI-powered support, customers are managing their finances faster and more conveniently than ever. For many, especially mobile-first users, banking often means never setting foot in a physical branch.…

A Reminder: What Customers Really Want – The Definition of Top-Notch Service

Posted inOperations, Uncategorized
Customer Experience has become a term of art in our business, as well as in many others. Banks have whole departments and senior executives dedicated to perfecting that experience from inception, the first time a prospect contacts the bank through any channel, until the relationship's conclusion, hopefully, many years later. Banks have spent billions of dollars on Customer Experience, largely on technology, in an effort to reduce friction points and make all bank interactions easier.…