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How to Get More for Less in Legal Services

Cost-cutting culture has hit the banking industry. Seeking to restore return on equity to pre–2008 crisis levels, banks are regularly making cost-cutting pledges to shareholders. Traditionally, the legal function was largely immune from such cost-cutting Read More

By |2022-09-15T09:44:23-05:00July 30th, 2013|Comments Off on How to Get More for Less in Legal Services

Technology Comes to the Forefront

What are America’s bankers talking about these days? Overall, I see a lot of optimism balanced by a healthy dose of continued caution. Bankers see challenges from changing consumer expectations and behaviors, greater regulation, restricted Read More

By |2022-09-15T09:45:26-05:00July 29th, 2013|Comments Off on Technology Comes to the Forefront

The Social Bank Revolution

One of the themes of my recent presentations is how technology has bridged the divide between work life and social life. This came up in force again the other week as we talked about the role Read More

By |2022-09-30T16:14:45-05:00July 26th, 2013|Comments Off on The Social Bank Revolution

Three is a Crowd in Service Fee Optimization

One of the most revealing and significant findings from our latest study on emerging financial services is that the principle of diminishing return applies to the bundling of financial services.

The principle of diminishing return Read More

By |2022-09-15T09:45:44-05:00July 24th, 2013|Comments Off on Three is a Crowd in Service Fee Optimization

Intraday Management for Streamlined Communications

Today, customer loyalty is more difficult to establish and maintain than ever before. As people increasingly conduct transactions online and via mobile technology, they interact with your frontline associates, tellers and agents less frequently. When Read More

By |2022-09-15T09:44:32-05:00July 23rd, 2013|Comments Off on Intraday Management for Streamlined Communications

Next Generation Jump in Cybersecurity

The high stakes world of bank cyber security can take inspiration from the traditional bank vault. In pre-cyber days, once the first bank in town installed one of those solid, gleaming fortresses, a new business Read More

By |2022-09-15T09:44:53-05:00July 16th, 2013|Comments Off on Next Generation Jump in Cybersecurity

Making Customer Engagement a Positive Experience

The concepts of customer engagement and employee engagement are getting a lot of attention these days. But what is engagement . . . really?

In its simplest form, human engagement is nothing more than a Read More

By |2022-09-15T09:44:41-05:00July 8th, 2013|Comments Off on Making Customer Engagement a Positive Experience

Tracking Loan Documentation Exceptions

Federal bank and credit union examiners insist that a reliable system for tracking exceptions needs to be part of any loan portfolio management process. And tracking deviations from the loan policy and underwriting standards is Read More

By |2022-09-15T09:45:49-05:00July 2nd, 2013|Comments Off on Tracking Loan Documentation Exceptions

Turning Point at Hand for Interest Rates?

Twice in the past twenty years we experienced a cycle of decrease and increase in the Fed funds rate. In both cases, the Fed increased the funds rate by 25 basis points (bps) 12 months Read More

By |2022-09-15T09:45:52-05:00June 25th, 2013|Comments Off on Turning Point at Hand for Interest Rates?

Putting Transformation First for CRM

By the late 1990s, many banks understood the deficiencies of the product-centric model and began to consider the transformation needed to become customer-centric. The idea of customer-centricity required a completely new approach to the banking Read More

By |2022-09-15T09:45:04-05:00June 24th, 2013|Comments Off on Putting Transformation First for CRM

Using Analytics for New Product Design

As the financial services industry emerges from the great recession and adapts to the new regulatory and slow-growth environments, financial institutions are being pressured to find new ways to generate revenue. The data that financial Read More

By |2022-09-15T09:45:53-05:00June 19th, 2013|Comments Off on Using Analytics for New Product Design

Winning Back the Middle Market

As banks struggle to generate new revenue, more are increasing their focus on middle-market companies (typically $10 million to $100 million in revenues) because they are attractive clients for lending, fee generating products and cross-selling. Read More

By |2022-09-15T09:46:04-05:00June 14th, 2013|Comments Off on Winning Back the Middle Market

Risk Management and Performance Analysis in the Cloud

Over the last few years, risk management has steadily ballooned into a highly complicated process for financial institutions of all sizes. Successfully integrating this critical business and compliance need with financial performance analysis has become Read More

By |2022-09-15T09:45:13-05:00June 12th, 2013|Comments Off on Risk Management and Performance Analysis in the Cloud

Know Your Customer No Longer Passé

Regulators are openly worrying as banks of all sizes ramp up their commercial and industrial (C&I) lending. C&I loans are up 10% from last year and close to reaching the pre-crisis peak of $1.6 trillion. Read More

By |2022-09-15T09:44:35-05:00June 10th, 2013|Comments Off on Know Your Customer No Longer Passé

The Strategic Implications of Tellers Selling

“Tellers must do more than transact – they must also sell!”

If you’re coming to that conclusion at your bank, you are not alone and you have good reason. Tellers see more customers than anybody Read More

By |2022-09-15T09:45:40-05:00June 7th, 2013|Comments Off on The Strategic Implications of Tellers Selling

Lessons from an Early Branchless Bank

As banks switch to automation so customers don’t have to go to the branch, and use remote staff to provide assistance when they are in the branch, they are essentially re-orienting the customer relationship dynamics Read More

By |2022-09-15T09:44:37-05:00June 5th, 2013|Comments Off on Lessons from an Early Branchless Bank

Personal Browser for Online Fraud Prevention

Despite the best efforts of financial institutions around the globe, online fraud continues to happen. Traditional prevention approaches, including the detection and prevention of suspicious logins, data mining for transaction anomalies and real-time monitoring of Read More

By |2022-09-15T09:44:58-05:00May 29th, 2013|Comments Off on Personal Browser for Online Fraud Prevention

What Makes the Best Better?

What makes the best of the best outperform the competition? It’s a question that puzzles business leaders everywhere, especially in the banking industry, where razor-thin margins and a tough economic climate have put a damper Read More

By |2022-09-15T09:45:59-05:00May 28th, 2013|Comments Off on What Makes the Best Better?

Every Leader Needs a ‘Leader’s Scorecard’

Leadership is without question one of the most important traits that any manager can exhibit, one of the hardest to quantify and measure and a skill that takes years to develop and refine. There are Read More

By |2022-09-15T09:43:53-05:00May 24th, 2013|Comments Off on Every Leader Needs a ‘Leader’s Scorecard’