Kelly Horn
Aug 18, 2022

It’s all about leveraging digital for a better experience for customers and employees.

A decade after the global financial crisis, organizations find themselves at another point of disruptive change.

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Let’s start with what we know: People love their mobile phones.

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By and large, banks have mastered the delivery of basic digital services, with 81 percent of consumers using their banks’ channels in some form or other, according to Oracle’s New Digital Demand in Retail Banking survey.

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PwC’s 2018 Digital Banking Consumer Survey told us what we’ve known for a few years: There’s a shift going on in consumer technology behavior.

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It’s no secret that the digerati are taking bites out of the banking sector—offering payment services, loans and credit, cash, and savings products to the underbanked.

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Like many bankers, Ellie Reineck, wants to make sure customers who interact with her internet bank get the same personal treatment as those who walk into their parent company’s branches.

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Where once as boisterous as a superball bouncing in a bank vault, the mergers and acquisitions of community banks are expected to come in flat this year.

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With 350 locations across Oregon, Washington, California, Nevada and Idaho, Umpqua Bank is consistently hailed as one of the nation’s most customer-centric banks.

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The high-velocity change in financial services is picking up.

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Modern consumers expect all services to be as easy and convenient as two-click purchasing on Amazon or hailing a ride with Uber.

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When was the last time you made an impulse purchase? You must have bent the knee once for the $79.

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Few customers enjoy speaking with a bank’s interactive voice response system—and when you think about it, why should they? For starters, the systems have limited communication abilities and it can take multiple rounds of queries and responses for customers to get the information they need.

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I’m always excited every March when nearly 200,000 people crowd into Austin for South by Southwest, composed of annual interactive/digital, film and music conferences.

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Since the proliferation of ATMs and rise of digital banking, many banks have touted their human credentials to win back loyal customers and deepen relationships.

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Digital disruption is entering a new phase—which means, if you will, that disruption itself is being disrupted.

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A sophisticated crime where thieves install malicious software and/or hardware at ATMs—and force the machines to spit out up to 40 bills every 30 seconds—has for some time threatened banks in Europe and Asia.

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Getting customers to use more efficient channels can help a bank’s bottom line—but banks have to do it right.

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The past few years have spawned a new, cooperative FinTech ecosystem: No longer are startups, traditional banks and financial services companies at loggerheads.

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The competition for market share in the banking industry is fierce.

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