One of the most fascinating things about Minnesota is the infrastructure. It’s a state that was built to thrive in the cold. In the major city of Minneapolis, for example,...
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For years, financial institutions have physically modernized their branch environments to direct customers out of transaction teller lines and into new self-service channels like ATMs and banking apps. The shift...
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PCSB Bank has already won Christmas. The leaders of this $1.5 billion financial institution in Clarinda, Iowa, were crushed to learn that officials had canceled this year’s community Santa House....
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Financial institutions have had to pivot quickly this year when it comes to delivering products and services, launching new delivery channels adding to and modifying using existing ones. Even those...
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Remember back before the pandemic, when traditional financial institutions’ greatest concern was relevance? Today with Covid-19 concerns, FI executives are consumed by the need to deliver touchless service while managing...
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I’m a big fan of the convenience of digital services, unfortunately, most deployments are targeted to such narrow use cases that it doesn’t address most consumer’s needs. This is especially...
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Digital service providers are reporting explosive increases in user data over the past two months as shelter-in-place orders have forced consumers to go digital. Attitudes toward digital have seemingly changed...
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Throughout history, major events have created permanent, unexpected shifts in human behavior. People have been forced into lockdown to stop the spread of disease before; the long-term psychological effects of...
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POPi/o Covid-19 Response CLICK HERE As I write this, the coronavirus death toll in the U.S. has risen to 6,574, and that number is sure to rise by the time...
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The Holidays are a time to reflect upon the past year and focus on gratitude and service. Gratitude can take many forms, such as feeling grateful for financial success, heartwarming...
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It’s been nearly a decade since omnichannel became the go-to digital transformation buzzword, and organizations have worked hard to upgrade their consumer experience accordingly. According to the Aberdeen Group, between...
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Bigger, better, faster, more. These uniquely American values, along with healthy dose of creativity, have been the driving force behind some of the world’s best innovations. Electric light bulbs, airplanes,...
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We all know what the Amazon effect is, right? That’s when your consumers expect you to offer digital service and delivery on par with the $178B retail and tech giant....
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When community financial institutions compare themselves to big banks, they usually talk about great service. “Our consumers love us,” they say. But do they? Do they really? Data has helped...
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As I've reflected on my 20 years in video banking, it's been fun to see how far we've come. To highlight milestones in my video banking journey, I created this...
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Only 26% of consumers prefer to conduct their financial business in a branch, according to a new study from global management consulting firm McKinsey & Company. That’s down from 38%...
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They say you can’t put a price on great service but try convincing your boss of that when you’re pitching a new digital service channel. The bottom line is undeniable:...
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Can't we just use Skype? What’s the difference between video conferencing and video banking? Can’t you just use Skype, FaceTime or Zoom to talk to consumers with less overhead? If...
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Bring your video banking strategy to life by utilizing a data-driven implementation. Successful financial technology implementations require three things: Operational benefit: Technology must reduce operational and service friction Measurable Goals: Use KPIs...
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Financial institutions have been wringing their hands for years, wondering when tech giants Amazon and Google will compete against them directly. The answer might be never. According to an article...
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