Karl Dahlgren
Jan 12, 2022

The recent BAI Banking Outlook survey suggests that only a small percentage of financial institutions believe they offer excellent customer experience in their digital channels.

When working together, banks and fintech mutually benefit from their joint innovations as both sides look to grow customers and revenue.

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David Schneiderman and Andrew Corbett from NICE Actimize join us to discuss the types of fraud that have become a huge customer-security challenge during the COVID-19 pandemic, and how banks and credit unions can fight back.

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During the merger of Inspirus and Gesa credit unions, the integration team learned to plan for increased touchpoints, to overcommunicate and to get help from an outside partner.

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Both bring valuable assets to the table that the other doesn’t have, so both stand to be better off by uniting their various strengths.

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Technology should enhance bank employees and free them from simple tasks so that they can provide value where it's needed most.

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Banks are scrutinized from the due diligence and risk standpoints, and their fintech partners must appreciate that they will face similar scrutiny.

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Banks must continually and rapidly elevate their CX to be more personal, holistic and seamless across digital and in-person channels.

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Three ways for banks to identify collaborative companies that can help them attract and engage customers.

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For the shift to tellerless banking to be meaningful, institutions must invest in technology that enables a genuinely paperless process.

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As banks look to offer a customized digital experience, they can start by making better use of the customer data they already have in hand.

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Banks that embrace new digital technologies and secure data-sharing methods will be well-positioned for future success.

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Before jumping at a solution, banks and credit unions should set a long-term strategy, and then establish the right teams and tools.

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Digital-first, experience-driven banking is the future, and the institutions that don’t fully embrace this secular trend will likely not survive for long.

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Contrary to popular belief, the younger generations don’t hate voice. They just want to keep their customer service experience in the digital realm.

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Integrating systems that leverage data and analytics can be challenging, but doing so can help banks and credit unions make better-informed business decisions.

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Greg Kanevski, global head of banking at ServiceNow, discusses a personalization strategy that has an optimal mix of people and technology.

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Keep employees and clients current on e-signatures, which have allowed banks and credit unions to continue their core services when in-person appointments are not an option. 

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Research shows that companies working on creating a customer-centric culture are 60% more profitable than those not focused on it.

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Jean-Pierre Lacroix, president of the branding and design firm SLD, tells us what North American banks can learn from overseas financial institutions about the latest tech and how they can put those insights to work.

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