Executive Reports

  • Raising the customer experience bar

    Jun 2018
    To reach the summit of customer experience, financial services organizations have many paths up the mountain. Whether through employee-staffed call centers or mobile technologies; novel promotions or choreographed channels, banks have myriad ways to give customers what they want. No matter the variable, it's safe to say the ground has shifted significantly from several years ago, when high-tech played more of a bit part in making customer experience shine. And yet, no shiny new tech toy holds the answer. This executive report gets to the heart of finding the right mix to ensure your customer experience success.
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  • Fraud and cybersecurity: Staying steps ahead

    May 2018
    Cybercrime and fraud incidents have swelled to record numbers, even as banks fight to keep up with the resourcefulness and digital weaponry of hackers. But there is good news: The vagueness that once surrounded these issues is turning into clarity, thanks to the combined efforts of industry thought leaders and cybersecurity experts. This executive report pegs today’s five leading sources of fraud, while taking a closer look at keeping data safe, new forms of cybercrime and the steps needed to bolster fraud detection.
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  • Compliance: Beyond regulations

    Apr 2018
    The banking world these days is brimming with buzztalk about artificial intelligence, branches and the "seamless customer experience." If approached correctly, compliance yields opportunities. To begin with, a culture of compliance creates wins for customers, shareholders and banks. It’s safe to say that plainspoken wisdom surrounding compliance abounds, even if it will never become the stuff of party banter, not even at banking conventions. But in the end, it could be something that forward-thinking banks get to celebrate. Is it too soon to pass the compliance cocktails and confetti?
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  • Executive Report: New trends in lending and mortgage

    Mar 2018
    There can be no denying that the lending and mortgage processes don’t exactly exemplify "seamless experiences". One sensible starting point involves reconsidering credit scores as the be-all-and-end-all to prove borrowers qualify. And artificial intelligence promises to help banks increase efficiencies, especially in facing today’s regulatory hurdles. This executive report provides actionable insights that address the challenges banks face in the lending and mortgage space, while pointing the way forward to prepare for the big changes and bigger opportunities ahead.
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  • Fresh ways to approach wealth management

    Feb 2018
    Wealth managers face a host of challenges in 2018, from figuring out how to follow the Department of Labor's fiduciary rule to competing—or uniting—with roboadvisors. There's also the question of how they can attract millennials—who on one hand are set to inherit record wealth, but on the other lived through the Great Recession and distrust the financial services industry. This executive report features many actionable insights financial advisors and institutions will need to stay ahead of the curve this year.
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  • Marketing made effective

    Jan 2018
    Between challenger banks, new payments outlets and roboadvisories, financial services leaders must bring new thinking and action to bear on how they market their businesses. Marketing is all about connection; connection leads to relationships; relationships to loyalty. This executive report explores the challenges and opportunities across digital marketing, communicating to millennials and finding the right balance to deliver your brand message to the customer as well as employees.
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  • A look ahead to 2018: AI, Trend of the Year

    Dec 2017
    Artificial intelligence—at least the way we understand it in banking today—has been a long time coming. Today, AI has made its presence felt to the point where banks cannot look back. For the first time, we’ve gathered three of our executive thought leaders to offer their insights on our trend of the year: AI.
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  • The quest for the best in talent management

    Nov 2017
    Talent matters monumentally and always will. Yet the questions of how to attract, retain and nurture peerless team players are more complicated than ever. This executive report provides insights and examples in how organizations across the industry are attracting and retaining talent.
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