Costco, Citi Visa transition pains continue

Topics: Customer Experience, Customer Service
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Last week I wrote about the painful transition Costco customers are experiencing as the retailer’s relationship with American Express ends and a new co-brand partnership with Citi begins. The post included some missed opportunities in providing a better customer experience. As it turns out, more pain … Continue reading →

Missed Opportunities in the Costco Transition to Visa Cards

Topics: Customer Experience, Customer Service
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It was big news last week as the Costco/American Express partnership came to an official close. It’s an even bigger headache for Costco customers who have not received their replacement cards from Citigroup—a customer service misstep that could be bad for business on both sides.

Transitioning … Continue reading →

Taking on Fraud: Part Two

Topics: Customer Experience, Fraud
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In the first part of our series, we uncovered a multitude of statistics regarding the very real fraud threats that financial institutions, consumers, and merchants face on a daily basis. For part two, we spoke with several fraud experts to gain their perspectives on the most … Continue reading →

Changes to the Military Lending Act: What your institution needs to know

Topics: Regulations
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In July 2015, the Department of Defense (DoD) passed major changes to the Military Lending Act (MLA) with target compliance dates of October 3, 2016 and October 3, 2017. The 2017 date applies only to credit cards.

The MLA’s overall goal is to prevent predatory lending … Continue reading →

Taking on Fraud: Part One

Topics: Biometrics, Digital Banking, Fraud, Technology
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This is the first in a two-part series as we look more deeply at fraud concerns and best practices for managing this ever-changing threat.

Over the past couple of weeks we’ve been discussing fraud mitigation strategies on ZootBlog—everything from EMV chip cards to encryption, tokenization, and … Continue reading →

Unleash your inner Bond with biometric authentication

Topics: Biometrics, Customer Experience
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Use of biometrics is popular in Hollywood movies to create drama and suspense when spies attempt to raid a Swiss bank safe or invade a Russian nuclear plant. Palm print readers and iris scans make for thrilling espionage film scenes, especially when access is gained using … Continue reading →

Want to differentiate your bank? Change the payments conversation.

Topics: Customer Experience, Innovation
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If you have ever had the pleasure of hearing Arkadi Kuhlmann speak, you know he is not only entertaining but full of practical insight. In 1996, he introduced consumers to direct, branchless banking as the founder of ING Direct Canada. Four years later he brought it … Continue reading →

Mini-Silos: The Opportunity Fintechs Bring to Banks

Topics: Customer Experience, Digital Banking, Technology
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It is well known that silos have long prevented banks from achieving the ideal customer experience, because they create a fragmented user experience.  An executive from Ally Bank made an interesting observation at a recent industry conference. “The irony is that fintechs are creating mini-silos with … Continue reading →

Innovation and Evolution: Key to Successful Technology Solutions

Topics: Innovation
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Innovation has been top of mind for Zoot since the day we opened our doors in 1990. Our philosophy is to apply what we’ve learned in the past to the challenges of the present in a constant evolution. Our clients’ needs truly drive our solutions—and an … Continue reading →