Katie Kuehner-Hebert

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 […]
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
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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
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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
Analytics 1

Article

Bank to the future: Experts look ahead to 2026

Oct 14, 2016

By Katie Kuehner-Hebert
Just what will bank branches look like 10 years down the line? They’ll look smaller, for starters – and feature self-service machines to work transactions that free up staff. That way, bank employees can give more financial advice to customers...
Consumer Banking / Technology

Article

Digitally Engaging the Mass Affluent

Oct 1, 2014

By Katie Kuehner-Hebert
Working with “digitally-savvy” mass affluent customers, particularly on wealth management issues, requires moving away from a branch-centric service model to one that leads with digital tools and includes some personal interaction from a skilled investment advisor.  […]
Consumer Banking / Customer Experience / Marketing & Sales
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Article

Predictive Analytics for Hiring

Sep 6, 2013

By Katie Kuehner-Hebert
Wells Fargo & Co. has found a more effective way of hiring candidates who will more likely perform better and stay longer – by using predictive analytics in its selection process. “We thought we should have […]
Consumer Banking / Customer Experience / Talent & Workforce Management

Article

Understanding Customers with Segmentation Toolkits

Nov 6, 2012

By Katie Kuehner-Hebert
Want to be able to hone in on what product your best business customers are likely to want next and which prospects will be the most profitable to target? Consider utilizing a “segmentation toolkit,” said Susan […]
Consumer Banking / Marketing & Sales / Technology
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Article

Banks Gain in Wealth Management Marketing

Apr 3, 2012

By Katie Kuehner-Hebert
While banks still face a marketing challenge in selling retirement advice and wealth management services, they are making inroads in competing against traditional brokerage firms and self-service brokerages for “mass affluent” customers. Forty-three percent of Americans see […]
Consumer Banking / Marketing & Sales