The great usability debate: Should banks pursue a one-click experience?

Topics: Customer Experience
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Customer experience is the Achilles heel for banks in today’s digital age. Consumers want the distributed, one-click experiences they get from companies outside the financial industry. You can find a restaurant by cuisine type, its location, how far it is from the exact spot you are … Continue reading →

Is there a future for digital auto lending at the bank?

Topics: Auto, Customer Experience
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Earlier this month, I bought a new car and was underwhelmed by the financial side of the experience.

After shopping online and never going into a dealership, my local bank was able to provide desirable financing via phone. But the underwhelming part came when I had … Continue reading →

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 →