The deeper his team dives into the customer analytics at BMO Financial Group, the more Chris Menezes realizes that each customer is bent on charting his or her own unique experience through the organization’s digital and human channels.“It’s really up to the customers as to the channel that is most appropriate for them,” says Menezes, who heads Read More
The COVID-19 pandemic is forcing banks’ mid-market business customers to make difficult decisions every day about how to keep their companies running while keeping employees, customers and stakeholders safe. In most states, companies have been forced to go entirely remote – for some this is not a huge shift, but for others it creates a significant learning Read More
BAI's Holly Hughes talks with Wintrust’s John Koleno and OneSpan’s David Vergara about the key challenges around providing a great customer experience while also protecting against fraud and the tools and technology that can help. More from BAI on managing fraud and cyber security: * Podcast: Working to stay one step ahead of the cybercriminals * Bankers beware: Deepfake technology is Read More
Generation Z may have grown up as digital natives, but when it comes to banking, they’re not just about the technology. A recent BAI Banking Outlook survey shows that Gen Z also likes to get face-to-face financial service and advice, and for a generation that freely shares so much information about their daily lives, they want a Read More
For banks to fully embrace their digital destiny, top executives and board members need to set the tone with a cultural transformation that underlies the increasing move to electronic channels.Traditional banks are often seen as operating at a disadvantage to their digital-only or fintech rivals—not only due to the burden of their legacy systems, but also legacy Read More
There’s little debate that automated self-service technology has captured the imagination of financial service providers. Banks, credit unions, lenders, wealth management firms and other providers of all sizes and geographies are scrambling to deploy digital customer service solutions into their contact centers and customer service organizations.These technologies can help financial institutions increase productivity, lower operating costs, build Read More
COVID-19 is giving a whole new meaning to the term "operational resiliency."While every bank should have an existing business continuity plan (BCP) that outlines their strategy for responding to and recovering from service interruptions such as natural disasters and cyberattacks, not even the most prescient BCP planners could have predicted COVID-19 and its impact on the global Read More
The research has not been exhaustive, but there is a 99.99 percent certainty that the predictions published in our industry for 2020, as well for the next decade, did not include the COVID-19 pandemic.Though most financial institutions have a pandemic crisis plan – proposed by the regulators since 2007 – few expected to break the seal on Read More
COVID-19 is making it clear, perhaps now more than ever, that it is important for financial institutions of all sizes to strengthen their arsenal of digital solutions as their clients’ digital behaviors and expectations are going to change. If they don’t, they themselves are at risk of becoming a casualty. Here is what we can learn from Read More
Companies across the globe are moving to the cloud, but financial institutions have typically been slow to make the transition. While moving to the cloud may seem like an innovative change, financial institutions should also consider the best ways to stay compliant and protect consumer data in the process.With changing technology, navigating cloud compliance may be confusing Read More
