Edmund Lawler
Jun 30, 2022

The pandemic boosted mobile adoption across generations, but banks are betting users will stay for the right touch and feel.

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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The prospect of billions of dollars in new deposits is one reason. But what has really piqued banks' interest is a recognition that the future of payments is digital.

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Cheryl Chiodi from ABBYY and industry consultant Jim Griffin share ideas on creating personalized banking experiences to strengthen customer relationships and stand up to outside threats.

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Banks and credit unions can improve their efforts to acknowledge and address customer frustrations with voice-based conversational AI.

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Chris Stanley from Moody’s Analytics joins us to discuss what goes into a personalized customer experience as banking goes ever more digital.

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Technology acquisitions by banks and credit unions must be versatile enough to meet today’s strategic goals and the challenges coming tomorrow.

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A top-down focus on digital innovation and a willingness to experiment is necessary in order to find the right solutions at the right price.

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Banks and credit unions can benefit from a modernized back office as they compete with digital-first institutions and address issues amplified by the pandemic.

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The pandemic-related upswing in digital banking is also adding momentum to open banking. On our podcast, Nick Farrow from Modern Treasury discusses where open banking stands in the U.S. now, and how it may change future customer relationships.

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Advances in data and analytics technology can help banks lower their ongoing monitoring costs while reducing information demands on customers.

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Banks and credit unions that don't know what the CX is like on their digital channels risk losing their brand reputation , and perhaps customers as well.

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Banks and credit unions must find a balance between digital and live-agent support to satisfy customers and maintain efficient operations.

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