• Sue Hines
    Sue Hines Aug 16, 2017

    Trust never sleeps: Deepening the customer relationship in an era of bank defection

    Satisfaction scores are up but bank customers now bolt at a moment’s notice. Here’s how to make their loyalty the long-lasting kind.

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  • Outside what box? What happens when smart women tackle tough InfoSec challenges

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    Karen Epper Hoffman Jan 17, 2017

    These women collaborate, communicate and create with the best of them. But the banking industry can do more to increase their ranks.

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  • InfoSec superstars: How three women broke barriers in banking and security

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    Karen Epper Hoffman Jan 13, 2017

    Seeing and seizing prime opportunities, these female banking executives have carved out leadership positions in information security.

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  • Peerless ideas, pleased customers: How to overcome 3 challenges in managing the life of the loan

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    Libby Bierman Oct 21, 2016

    The journey from inefficiency to transparency, and more, begins with these essential steps.

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  • Three tips for growing core customer relationships

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    Achim Griesel Jun 27, 2016

    Community banks looking to grow core customer relationships should focus on a combination of activities related to employees, customers and products.

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  • Improving the customer experience with journey mapping

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    Mark Riddle May 19, 2016

    With ‘journey mapping,’ bank contact center managers are able to view internal bank procedures from the customer’s perspective to improve the customer experience, say BAI Contact Center Executive roundtable members.

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  • Managing exceptions more efficiently

    David Basri
    David Basri May 3, 2016

    While exceptions are inevitable in any workflow situation, bankers particularly must have the tools to manage them efficiently.

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  • Rise of the super banks post-crisis

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    Nick Rose Apr 8, 2016

    Merger and acquisition activity over the past decade has transformed large U.S. banks into increasingly dominant mega-banks and reduced the market share controlled by smaller ones, particularly in major urban areas.

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