Identity Verification in a Digital Age: The Implications for Banking

Topics: Trends
Tagged: ,

A fascinating conversation I had with a millennial at ID360, an identity conference sponsored by the University of Texas Center for Identity, has me wondering about the future of identity and the future of our nation. The question that jump-started the debate is whether consumers should be able to change identities, or maintain multiple identities, … Continue reading →

Regulation + Culture = An Asset or Liability?

Topics: Regulations
Tagged: ,

Regulation has been perceived in the financial industry as a punitive measure meant to prevent bad behavior. Right or wrong that perception needs to change. This begins with changing the role of regulators—from a role that focuses less on signing paperwork to one that helps banks evolve their culture to do what is right for … Continue reading →

Forget Big Data, Little Data is the Big Deal

Topics: Customer Experience, Customer Service, Trends
Tagged: , ,

Big data is a nebulous topic. There has been much hype about the subject over the past several years. While it is a difficult task for financial institutions to tackle, there are ways to find success. Not boiling the ocean is a good place to start. Little data holds great promise with the right focus … Continue reading →

Are the days of passwords coming to an end?

Topics: Fraud, Technology
Tagged: , ,

Forgotten passwords are an all too common customer experience. The typical scenario is to make a few guesses, hope you don’t get locked out of your account, and eventually end up resetting your password only to forget it the next time you need it. And if that isn’t enough, try logging in to your bank … Continue reading →

There’s no sense of urgency for EMV- an update

Topics: Technology, Trends
Tagged: , ,

I recently wrote about the lack of urgency around EMV implementation and posed the question whether EMV cards are even necessary. At an industry conference this month, both informal conversations with financial industry executives and formal presentations confirmed this slow migration. While awareness is high, many see no reason to forge ahead before the October … Continue reading →

The Future of Customer Acquisition

Topics: Customer Acquisition and Retention, Examples
Tagged: ,

It is no secret that consumer behavior has changed significantly over the last decade; financial institutions (FIs) are not immune. How many of us skip over television commercials with our DVR? And how many of us don’t even look at the credit card offers we receive in the mail before throwing them away? The answer … Continue reading →

Feeding the Mobile Addict with Responsive Web Design

Topics: Customer Acquisition and Retention, Customer Experience, Technology
Tagged: , ,

Mobile devices are transforming our lifestyles. The need for things to happen within a split second is being fed by evolving devices, applications, and constant connectivity. There are hundreds of devices from providers such as Apple and LG, and thousands of applications. Now that there are more mobile devices in the United States than people, … Continue reading →

There’s no sense of urgency for EMV, perhaps with good reason

Topics: Technology
Tagged: , , ,

After much hubbub about EMV readiness for the liability shift come October 2015, it doesn’t seem like things are moving with much pace in that direction. There isn’t a sense of urgency from either card issuers or retailers. What is going to be the impetus to drive change? Consumer demand.

In January 2015, a survey … Continue reading →