The benefits and challenges of true personalization in a digital world.

Virtual assistants can capably provide answers on their own or they can whisper key points into the call agent’s ear.

COVID-19 creates new vulnerabilities that can be addressed by smarter training and incentives for good performance.

Core and other technology conversions have the reputation of being long and painful.

No financial institution is exempt from the occasional ‘malicious insider’, who, acting alone or with outside help, can do more damage than virtually any outside fraudster.

In the two weeks it took for the $349 billion Paycheck Protection Program to run out of money, lenders and other financial-services institutions learned a lot about their ability to execute.

Spare rooms, couches and dining room tables are now office space for millions of Americans working from home due to COVID-19.

After years as a researcher and courtroom expert witness in the country’s major data breach cases, one thing is clear to me: To consumers, data breaches are about as upsetting as the common cold.

A shift is under way in how banks and other corporations adopt and apply new technologies.

Digital transformation doesn’t sit still.

Economic growth is making credit more widely available for consumers to purchase cars and homes, as well as to invest in their future.

Inefficiencies such as a bank’s disjointed data systems, manual processing of authentication for new account openings or outdated payment processes don’t just cause headaches for employees and customers alike — they also play directly into the hands of fraudsters.

Consumer borrowing is at a record $14 trillion in the U.

In 2019, banks made significant strides in implementing electronic signatures to push forward into the next phase of the digital transformation movement and meet the demands of modern consumers.

We all verify our identity every day, often multiple times per day.

The times, as Bob Dylan once crooned in that raspy nasal whine, are a-changing—and no more so than in the ways bank customers make payments.

Faster, smoother, more-open payments systems are coming our way thanks to a little something called an API.

In the early- to mid-1900s, banking and excitement went together, well … like water and oil.

Data can yield great value for banks and even more for customers.

We are once again facing digital transformation the likes of which we haven’t seen in a decade.