Bank Customer Experience

Independent ATM Deployers are a critical part of the ATM ecosystem. These front-line businesses provide access to cash in areas deemed too risky by financial institutions. The market for IADs has changed significantly in recent years, both in negative and positive ways, such as declining cash usage, rising AI tools and advanced ATM features. In today's episode of the Bank Customer Experience...

How many FIs have a relatively high efficiency ratio? In other words, how much do they have to spend to make $1? Scott Fieber, chief strategy officer, said he was shocked to find out that "over 12 % of all institutions in the United States are over 90%." This means that these FIs had to spend more than 90 cents to make $1. Fieber and Scott Smith, chief strategy officer at Cook Solutions...

When many banks were scoffing at the idea of online accounts, First Internet Bank was embracing the internet head on. Founded in 1999 as a branchless financial institution by CEO and chairman David B. Becker, the bank struggled through the early days of dial-up, but also maintained its vision. In today's episode of the Bank Customer Experience podcast, Becker joined Bradley Cooper, editor of...

How many customers can tell you the difference between two banks? The fact banks often do not clearly differentiate themselves leaves them vulnerable to competition, especially from neo-banks. Banks have opportunities to differentiate themselves through technology, optimized branches and other services. By doing so, they can also increase their revenue in a shrinking market. Bradley Cooper, editor...

It's no surprise the average American is stressed about finances. In fact, anywhere from 71% to 80% of Americans have reported money as being a primary stresser in their life. Banks haven't always been the best at handling or helping customers through this stress. But with AI tools, that may be changing. In today's episode of the Bank Customer Experience podcast, Erin Cohee, VP of u...

The Bank Customer Experience Podcast is kicking off 2026 with an episode on new ATM fraud methods and how to prevent them. Podcast host Bradley Cooper spoke with Michael Strange, director of technology services, Cook Solutions Group and Alyssa Luecke, fintech solutions consultant, Cook Solutions Group on this evergreen topic, as criminal groups never stop innovating when it comes to breaking into...

Banks today have a great number of customer experience pain points. There's the trust factor to consider, on whether customers feel their bank actually care about them and their financial struggles. But there's also the fact that customers expect a seamless experience across multiple channels, whether that's in the branch, mobile or at the branch. In today's episode of the Bank...

Banks are embracing AI for several different purposes. Some are using it for fraud detection, loan origination and handling basic customer interactions. While big banks have a great deal of resources for AI, community banks can also take advantage of AI tools; however, there's a danger here that banks will over-rely on AI, or not give bankers the ability to override AI decisions and in turn l...

It's not easy installing and maintaining an ATM or ITM. It takes a large team to handle the installation, software configuration, security and many other factors. As a result, many financial institutions are outsourcing these tasks to other vendors who provide professional ATM services. In today's episode of the Bank Customer Experience podcast, Jeshua Buchanan, director of fintech solut...

ATM crimes aren't slowing down in intensity. If anything, they are increasing, and banks need to be able to contact law enforcement quickly and have them arrive on the scene fast enough to stop the crime. However, traditional security systems can cause big problems for ATM and branch security, especially due to false positives. In some jurisdictions, police departments are requiring video ver...

The biggest evergreen issue in the ATM industry is of course security. Criminals are always ready with innovative methods to steal cash from ATMs faster than the industry can put up protective barriers. This is true of both the ATM hardware and software. In today's episode of the Bank Customer Experience podcast, Bradley Cooper spoke with Kit Patterson, a senior software architecture and secu...

It's no secret that banks are renegotiating how they manage branches. Many are scaling back the number of branches, but others are also transforming the spaces with technology such as digital signage. According to research from Markets. US, the digital signage banking market is expected to grow to $9.4 billion by 2034, up from $3.5 billion in 2024. The in-branch segment currently holds 56.8%...

Between evolving customer expectations and pressure from other financial providers, community banks have struggled to maintain relevance in recent years. In today's episode of the Bank Customer Experience Podcast, Bradley Cooper, editor of ATM Marketplace, spoke with Jean-Pierre Lacroix, president of Shikatanai Lacroix Design and Marbue Brown, founder of the Customer Obsession Advantage and a...

Despite the rise of digital payments, checks remain a valid form of payment, especially for businesses and individuals. With mobile deposit and ATM deposits, it's more convenient than ever to deposit a check. However, this brings with it a risk for fraud. In today's episode of the Bank Customer Experience podcast, Bradley Cooper spoke with Scott Fieber, chief strategy officer at Cook Sol...

Keeping ATMs secure from attacks is a never-ending battle. Just when one area of attack is shut off, criminals discover a different vulnerability. One such vulnerability is Man in the Middle attacks, which can be difficult to detect as they imitate a legitimate transaction. In today's episode of the Bank Customer Experience podcast, Bradley Cooper, editor of ATM Marketplace spoke with Levi Da...

Despite decreases in bank branch numbers, they have hit a bit of a plateau recently, hovering just shy of 70,000 total in the U.S. In the past several years, there has been a major push to modernize bank branches and turn them into more experiential centers that deliver financial advice rather than simply push transactions. But how are bank branches doing on that front? How do they score on overal...

Cameras are a common and necessary component of ATM and branch security. However, older cameras have issues ranging from poor quality recordings to weak points. In today's episode of the Bank Customer Experience podcast, Bradley Cooper, editor of ATM Marketplace spoke with Joseph Parrillo, leader in the security solutions division, and Cody Anderson, implementations manager at Cook Solutions...

In an era of increasing ATM thefts and bank initiatives to improve employee and customer experience, it's more important than ever for bank branches to implement safety and security plans. In today's episode of the Bank Customer Experience podcast, Bradley Cooper, podcast host, spoke with Felix Nater, security expert and owner of Nater Associates LTD, about how banks can successfully imp...

Financial institutions commonly have to deal with multiple vendors even for a single device like an ATM. This can cause significant strain on resources, time and management as banks have to handle all of these vendors at once. In such cases, it may be worth it for banks to consider working with one vendor for a variety of technology needs from ATM installation to security, digital tools and more....

From the growth of AI chatbots and tools to branch renovations, banks are dealing with multiple emerging(and older) trends on a daily basis. OneUnited Bank , the largest Black-owned bank, has been at the forefront of digital innovation, including AI tools. In today's episode of the Bank Customer Experience Podcast, Bradley Cooper, editor of ATM Marketplace, spoke with Erin Cohee, VP of user e...

One of the biggest moving targets for banks or any business is customer expectations. They are constantly changing and volving as customers become more used to automated, tailored experiences. How can banks meet these expectations and deliver a good customer experience? Marbue Brown, founder of the Customer Obsession Advantage and veteran banker, discussed what's new in bank CX in today'...

Teller cash recyclers are a modern day necessity in bank branches. Due to the large amount of cash banks handle, they need a reliable method to count it that doesn't rely on bankers manually counting it by hand. Teller cash recyclers automate both counting and sorting for cash. However, newer cash recyclers are also arriving on the market, with improved cassette technology, security features...

Self-service tools in banking have a long history, going back to the birth of the ATM in the 1960s. Today, there are a variety of self-service banking solutions ranging from video ITMs to chatbots, mobile banking and much more. In today's episode of the Bank Customer Experience Podcast, Bradley Cooper, editor of ATM Marketplace, spoke with Joe Myers, EVP of global banking at Diebold Nixdorf a...

One of the biggest advances in self-service banking has been the integration of video banking, particularly with ITMs. While initially only serving as video devices, banks have since integrated them with ATMs creating an all inclusive-device that can handle traditional ATM needs along with teller duties. However, these devices can be a major challenge to deploy and manage, both on the technical le...

Content is king. But how should content rule? In order to properly serve customers, banks need a solid content strategy that both retains current customers and brings in new ones. In today's podcast episode, keynote speaker for the 2024 Bank Customer Experience Summit, Regina DeMars, director of content marketing and social media strategy, First National Bank of Omaha shared insights on conte...