Today’s Strategic Opportunities Beyond Digital Transformation

Posted inStrategy
Regional banks are increasingly turning to digital tools to differentiate themselves. Simple examples range from integrating tools such as Yodlee's account aggregation and financial wellness tools into your digital platform to a stretch goal such as an omnichannel digital strategy. Investment in digital tools that fit your value proposition aimed at achieving specific goals (vs. “digital transformation”) can achieve simultaneously cost reduction and service enhancement results by  streamlining onboarding, enhancing fraud prevention, or enabling hyper-personalized…

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.…

Managing All Aspects of the Customer Experience

Posted inSales Management
Every few years Dick and I visit an establishment that appeals to us on every level. Such places have been hotels, guides, restaurants etc. Last week we had the pleasure of experiencing bliss once more, and I wanted to share it with you. The cycle of CX (Customer Experience) has come and gone. It was the last word a decade ago, blossomed into CX departments that ended up becoming customer complaints aggregators and resolvers, and…