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,...
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...
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....
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...
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...
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...
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...
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...
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...
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...
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...
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,...
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....
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...
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...
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%...
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:...
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...
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...
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...