Katie Kuehner-Hebert

Article

Banks’ digital transformation goes beyond their IT stack

Aug 18, 2023

By Katie Kuehner-Hebert
“If you’re not changing more on the inside than the outside world is, then you’re falling behind."
Digital Banking

Article

Social media’s growing role in bank customer service

Jul 21, 2023

By Katie Kuehner-Hebert
It makes sense for financial institutions to leverage the various digital platforms “because that’s where many of their customers live every day.”
Marketing & Sales

Article

Finding that balance between fast and friction

Jun 2, 2023

By Katie Kuehner-Hebert
Security experts weigh in on how banking institutions can keep customers safer without bogging down their mobile user experience.
Fraud Prevention

Article

The long, slow transition to advice

May 12, 2023

By Katie Kuehner-Hebert
A major challenge financial institutions face is the need to develop a “hunter” mindset among branch employees who now tend to think like “farmers.”
Consumer Banking

Article

Payment innovation is gathering steam in 2023

Mar 31, 2023

By Katie Kuehner-Hebert
Industry watchers see the efforts by banks and fintech solution providers focusing on a host of products, along with a push for more personalization.
Digital Banking

Article

A few universal truths for digital transformers

Dec 2, 2022

By Katie Kuehner-Hebert
Know your customers, challenge the status quo and get used to a state of constant change.
Digital Banking

Article

Looking beyond the credit score

Oct 25, 2022

By Katie Kuehner-Hebert
Would-be lenders are increasingly relying on alternative sources of data to help assess whether a thin-file customer is creditworthy.
Consumer Banking

Article

Making an M&A deal into a win-win

Sep 22, 2022

By Katie Kuehner-Hebert
With countless pitfalls possible, institutions must stay focused on what’s important to better ensure a smooth integration.
Marketing & Sales

Article

Transforming the branch experience

Aug 12, 2022

By Katie Kuehner-Hebert
Despite the accelerating pace of mobile adoption, bank branches will continue to play a critical role in customer engagement.
Consumer Banking
disappointed customer

Article

The 411 on mobile phone fraud

Jun 8, 2022

By Katie Kuehner-Hebert
With device-based scams on the rise, banks need to take steps to protect their customers—and themselves.
Fraud Prevention

Article

Fintechs are increasingly challenged by banking regulations

Feb 9, 2022

By Katie Kuehner-Hebert
Whether partnering with banks or buying them outright, fintechs need to evolve their compliance processes to manage the relationships.
Technology
staff meeting

Article

Using hard data for the softer side of banking

Sep 22, 2021

By Katie Kuehner-Hebert
Advances in people analytics offer new ways of helping employees thrive.
Consumer Banking / Talent & Workforce Management

Article

How the pandemic changed customer service

Aug 4, 2021

By Katie Kuehner-Hebert
In branches, apps and call centers, banks and credit unions learned lessons that they will apply in the years ahead.
Consumer Banking

Article

Anti-fraud technology with a human touch

Jul 14, 2021

By Katie Kuehner-Hebert
Artificial intelligence and machine learning solutions are rooting out hidden risks at banks and credit unions while enhancing the customer experience.
Technology
digital banking

Article

Better digital care for COVID-conscious customers

Oct 28, 2020

By Katie Kuehner-Hebert
Financial institutions are seeing a positive response to the new features and enhancements they’re adding to their mobile apps during the pandemic.
Consumer Banking / Digital Banking
Contact Center 1

Article

Guardian angles: Teaching talent the fine points of compliance

Dec 18, 2017

By Katie Kuehner-Hebert
For banks that teeter on the brink of a compliance chasm, it’s a fine line—as in the hefty fines that regulators mete out to banks that can’t meet their legal obligations. Faced with such a potential fate, financial institutions can and...
Consumer Banking / Talent & Workforce Management / Technology
Device Chart2

Article

The changing face of channel migration

Aug 31, 2017

By Katie Kuehner-Hebert
Getting customers to use more efficient channels can help a bank’s bottom line—but banks have to do it right. If they don’t, turned-off customers will likely seek a better financial partner to bolster their own bottom lines. If that’s the case,...
Consumer Banking / Digital Banking
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Article

The table of marketing contents: Chapters in finding customers, building trust

Jun 19, 2017

By Katie Kuehner-Hebert
This much everyone knows: Content marketing remains effective. But here goes the ongoing mystery to solve, exacerbated by the never-ending flow of audio, video, blogs and news: Which venue and tone work best for particular audiences? […]
Customer Experience / Marketing & Sales
shutterstock_25667818

Article

Overdraft protection policies exceed the limit

May 30, 2017

By Katie Kuehner-Hebert
When the Consumer Financial Protection Bureau (CFPB) sued TCF National Bank in January, it charged that the Wayzata, Minn.-based bank was “tricking consumers into costly overdraft services.” According to the CFPB suit, the alleged “trick” involved […]
Compliance, Regulation & Risk
shutterstock_263897885

Article

Branch banking 2026: From robots in the lobby to personal tellers on campus

Jan 19, 2017

By Katie Kuehner-Hebert
Three-D avatars. Machines armed with artificial intelligence. Robots, even. All of these, forecasters predict, will take over bank branches in the future. But it won’t be a hostile takeover, let alone one where humans are relegated […]
Consumer Banking / Technology
wearble watch

Article

For bankers enduring work week wear and tear, wearables to the rescue

Dec 9, 2016

By Katie Kuehner-Hebert
Ian MacKenzie of BNP Paribas learned about how he handles pressure after participating a study that used a wearable to track his stress level.  Ian Mackenzie considered himself a laid-back kind of guy, someone who could […]
Technology