Katie Kuehner-Hebert

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Dec 2, 2022

Know your customers, challenge the status quo and get used to a state of constant change.

Article

Oct 25, 2022

Would-be lenders are increasingly relying on alternative sources of data to help assess whether a thin-file customer is creditworthy.

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Sep 22, 2022

With countless pitfalls possible, institutions must stay focused on what’s important to better ensure a smooth integration.

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Aug 12, 2022

Despite the accelerating pace of mobile adoption, bank branches will continue to play a critical role in customer engagement.
disappointed customer

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Jun 8, 2022

With device-based scams on the rise, banks need to take steps to protect their customers—and themselves.

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Feb 9, 2022

Whether partnering with banks or buying them outright, fintechs need to evolve their compliance processes to manage the relationships.
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Sep 22, 2021

Advances in people analytics offer new ways of helping employees thrive.

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Aug 4, 2021

In branches, apps and call centers, banks and credit unions learned lessons that they will apply in the years ahead.

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Jul 14, 2021

Artificial intelligence and machine learning solutions are rooting out hidden risks at banks and credit unions while enhancing the customer experience.
digital banking

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Oct 28, 2020

Financial institutions are seeing a positive response to the new features and enhancements they’re adding to their mobile apps during the pandemic.
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Article

Dec 18, 2017

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...
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Article

Aug 31, 2017

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 […]
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Article

Jun 19, 2017

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? […]
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Article

May 30, 2017

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 […]
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Article

Jan 19, 2017

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 […]
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Article

Dec 9, 2016

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 […]
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Article

Oct 14, 2016

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...

Article

Oct 1, 2014

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.  […]
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Sep 6, 2013

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 […]

Article

Nov 6, 2012

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 […]
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Apr 3, 2012

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 […]