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Bank contact centers are altering both their call-handling processes and employee performance metrics as the complexity of calls increases due to digital technology.
Branches can remain relevant, even in a digital era, if banks turn them into centers for higher value interaction with customers.
Innovation in financial services reached a new and higher plateau this year, according to judges of the BAI-Infosys Finacle Global Banking Innovation Awards.
Bankers need to plan ahead for a world in which value generation comes from services outside the financial product itself.
As commercial banking becomes more important to institutional profitability, bankers need to develop comparative benchmarks in this area similar to those used in retail banking.
To avoid getting left behind as customer needs and technological capabilities change, banks need to participate more actively in funding fintech development.
Successful mobile marketing requires targeting the right customer at the right time, adjusting messages in real time and enabling immediate customer action on those messages.
Data analytics can help improve a bank’s culture in the areas of leadership transparency, employee accountability and team alignment.
Banks that wish to be competitive in small business lending need to invest in systems that gather more customer data and enable faster decision making.
Finalists in the 2015 BAI-Infosys Finacle Global Banking Innovation Awards are leading the way with more tailored products and services for customers.
Innovations recognized in the 2015 BAI-Infosys Finacle Global Banking Innovation Awards are changing the dynamics of the financial services industry by delivering more convenient access and security for customers.
Banks looking to optimize their performance need to focus on their branch density in each market – some markets need more branches while others may require a complete pullout.
Instilling a compliance culture in a bank can not only help the organization avoid regulatory fines but also potentially lead to a better customer experience and more robust bottom line.
… some questions about financial choices are best asked and answered in person.
The surge in innovation is being led by entrepreneurial visionaries, not the large technology providers …
Push notification is a game-changing technology when it comes to cross-selling in mobile.
In this digital age, customers have come to expect innovation in products or service from all the companies that they do business with.
When sales and marketing teams are empowered with refined decision-making metrics, it creates a sense of value and ownership.
Lending has traditionally been driven by disparate software systems and manual processes that can often prolong decisions.
… we are living in fast cycle change where many bankers – and consultants – are finding it hard to keep up.
Commercial bankers should undertake to build foundational benchmark metrics for their businesses.
The highest-profile whistleblowing cases are those involving corporate executives and managers who reveal securities fraud and other misdeeds …
Putting in writing the customer’s expectations allows each employee to understand those expectations without their own filters.
The ‘next best offer’ is not what customers want in today’s hyper-connected, always-on world.
… innovative leaders in financial services are turning toward customizing new products or revamping traditional ones to appeal to a wider array of cus...
Machine learning models are robust, flexible and pack predictive power.
… you and your process are responsible for the quality of the salespeople on your team today.
Institutions that may need consultants the most are typically the least able to appreciate and take advantage of them.
A competent consultant should have hands-on experience with all market-leading vendors …