Financial industry outlook 2016: Innovation will find its way back

Topics: Innovation
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Over the past several years as banks focused on staying in compliance with myriad new regulations, innovation slowed—nearly to a standstill. In 2015, I predicted it would be the year banks took back banking. That was certainly true for our clients. They forged partnerships with companies … Continue reading →

Projected Trends: Financial Industry 2016

Topics: Customer Experience, Innovation, Trends
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As a companion to our 2015: Year in Review post, we’ve synthesized some of the trends, challenges and opportunities shaping the financial industry in 2016. This year’s predictions include topics from the preceding year, with the addition of projected advancements in the areas of biometrics, enhanced … Continue reading →

Banking in the cloud – Is it for the birds?

Topics: Competitive Advantage, Customer Experience, Innovation, Technology
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Consumers’ use of technology—from mobile to wearables—is driving change across many industries as businesses adapt to how their customers want to engage with them. For some time now, financial institutions (FIs) have responded to this consumer-driven environment with innovation in business models, operations, and IT. Cloud … Continue reading →

Customer experience challenges in the EMV rollout

Topics: Customer Experience, Technology
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There are numerous examples of EMV gone awry as the roll out, rolls on. Secure for card-present transactions, yes, seamless, no.

On a bustling pre-holiday evening during a crowded Christmas Stroll, there was no time for merchants to be delayed when it came to payment processing. … Continue reading →

2015: Year In Review

Topics: Trends
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As we approach the New Year, industry analysts and financial experts are rushing to publish their predictions for 2016.

Before fixing our gaze entirely on the future, let’s review the trends that dramatically affected the financial industry in the past calendar year. Learning how to harness … Continue reading →

How banks can stand out in an experience economy

Topics: Customer Experience
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We are moving toward an experience economy. Banks sell commodities, so how can they stand out? By showing deep customer empathy and authenticity.

At a recent industry conference Barbara Corcoran, from ABC’s reality television show Shark Tank, shared a sharp contrast between two of her financial … Continue reading →

Multi-faceted fraud requires multi-factor authentication

Topics: Fraud
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There are more types of financial fraud to manage than ever before—debit and credit card, check, online banking, electronic, ACH—the list goes on. Fraudsters never give up. They keep old-fashioned, small-scale scams in play while looking for additional ways to penetrate financial institutions. An example is … Continue reading →

Banking on a Winner: Fostering innovation to compete in today’s financial environment

Topics: Innovation
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Athletes work on their sports knowledge and skills every day, for weeks, months, and years as they hone their craft. Their strategy is to develop such strong muscle memory that when they are in competition, their body executes flawlessly. They become students of the game. So … Continue reading →

Golden opportunities in the EMV rollout

Topics: Customer Service
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EMV, is anyone tired of hearing about it? Perhaps we just haven’t heard what consumers need to know.

You can’t attend a financial industry conference or read any banking publication these days without some mention of EMV. While the conversation might be getting tiresome, there are … Continue reading →

There’s no sense of urgency for EMV – even as the liability shift hits

Topics: Fraud, Payments
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The EMV liability shift happens today. Yet there’s no fanfare that tells the world we have finally arrived. In fact, as predicted most U.S. merchants and card issuers aren’t prepared and those that are might find the hoopla isn’t all it was cracked up to be.… Continue reading →