Payments are just a slice of the Financial Lifestyle

Topics: Customer Experience, Payments
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Following Apple Pay’s launch announcement in October of 2014, Scott Leiberman of IBM made an interesting comment, “The payments experience is the future of banking.” While there is certainly support for this position, we shouldn’t give up on banks just yet. Apple continues to pursue the … Continue reading →

Taking the Pain out of Payments

Topics: Payments
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Think about the best customer experiences you have ever had. Whether buying something, returning an item, dining out, or taking a flight—simplicity is key. We all want no hassles, friendly service, and easy transactions. Payments are no different. Unfortunately, they can come with a certain amount … Continue reading →

The Myth of the Underbanked

Topics: Underbanked
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Mainstream media often defines the underbanked as consumers who have a checking account and use pay day lenders (or other non-bank entities) on occasion, or as consumers who use prepaid cards but don’t have a primary relationship with a financial institution. Who decides if someone has … Continue reading →

The Return of the Financial Advisor: Giving More than PFM

Topics: Customer Service
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Personal Financial Management (PFM) Systems have been fairly widely deployed, but only a few banks have surpassed 10% adoption. Some institutions have the most desired features incorporated into their online banking platforms, like aggregating information from other banks and providing a high-level dashboard. Perhaps what we … Continue reading →

Does your bank own its customers?

Topics: Customer Acquisition and Retention, Customer Experience
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The Internet has changed the way we shop, pay our bills, communicate, and so much more. Its impact on the supply chain is undeniable. The mobile movement is changing the game again. There is a battle to own the customer interface and financial institutions understand what … Continue reading →

Overcoming the challenges of the digital revolution

Topics: Trends
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At the 2015 Digital Banking Summit, Zoot will bring together executives from USAA, SunTrust, and U.S. Bank to discuss how they have successfully implemented their digital platforms. During this interactive pre-conference workshop, bankers will share best practices for overcoming the challenges of the digital revolution, including:… Continue reading →

Evolution of Identity Fraud

Topics: Credit Risk Management, Fraud, Risk Decisions
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Financial institutions (FIs) have been battling identity fraud for decades. According to Javelin Strategy & Research, $16 billion were stolen from 12.7 million identity fraud victims in 2014 alone. Fraudsters are constantly developing new, sophisticated ways to carry out their crimes. Therefore, combating fraud can be … Continue reading →

Using Customer Pain Points to Drive Bank Innovation

Topics: Customer Experience, Customer Service, Technology
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Mobile is rolling out faster than anything ever has in the financial industry. This is due to necessity (consumer demand) and an understanding that there is a great deal of competition from the digital disruptors. Banks aren’t taking this movement lying down. They are learning to … Continue reading →

Identity Verification in a Digital Age: The Implications for Banking

Topics: Trends
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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 … Continue reading →

Regulation + Culture = An Asset or Liability?

Topics: Regulations
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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 … Continue reading →