Todd Robertson
Aug 6, 2021

A switch from "passive" to "active" web technology can help banks meet customer-journey expectations being molded by other industries.

Although banks have continually sought to offer better products and prices to improve the customer experience, since the financial crisis many have been hampered in these efforts by regulatory burdens and a cost-cutting mindset.

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In the not-too-distant past, tellers at local branches were the main touch point between banks and their customers and were able to offer personalized service.

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It’s a common belief that banks should implement social media with the sole purpose of making a sale online.

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If an industry is only as healthy as its customers, then the banking industry has some work to do.

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Last year, the retail banking industry sent paper checking account statements to 69 million households at an average cost of $9 per customer.

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A typical community banker would have you believe that they have built great relationships with their customers.

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No matter the business or industry, there’s plenty to worry about when orchestrating a merger or acquisition.

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Managing a decentralized branch network presents challenges for banking executives.

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There’s no such thing as a field of one’s own in commercial lending.

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Retail banks need to create digital experiences (e.

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Two of the more high profile themes in retail banking last year were improving the customer experience and big data.

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In the past two years, banks have focused on building their equipment finance and leasing groups.

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How should banks compensate sellers? Sales vice presidents want simple and motivational plans with upside potential to attract and retain the best talent and to grow the top line.

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Brand equity is well-trod territory in many industries.

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No doubt “big data” is one of the most popular terms in banking discussions and has even seeped into consumers’ frame of reference.

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Years ago, I was trying to set up a meeting with the head of a small business group at a top five bank.

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We live in an age of “big data” but sometimes this amounts to data overload.

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With banks increasingly underscoring the importance of sales, more institutions are rethinking how they identify, attract, hire and retain the next generation of employees required to handle the expectations and needs of consumers, say panelists at the upcoming BAI Retail Delivery 2014.

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As competition heats up from the likes of Walmart, PayPal and other shadow banking organizations, financial institutions need to improve customer engagement in order to increase wallet share, customer acquisition and retention.

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