ProSight Banking Strategies

Stellar service doesn't stop at meeting basic customer needs: It means anticipating them to build the foundation of a strong relationship and a more "human" experience. That also means leveraging technology to free up valuable time so bankers and clients can interact on issues that matter. John Maniscalco, senior vice president, head of customer experience and retail productivity at TD Bank, outli...

Deposits and interest rates are rising and that's good news for big banks. But questions remain as to how smaller banks will land their market share—and how potential disruptors such as Amazon could change the picture for all. Betty Cowell, senior advisor at Simon-Kucher & Partners, shares what banks can expect in the second half of 2018.

Many Americans live paycheck to paycheck, or are in a situation where one financial emergency could create financial chaos. Banks can help these people by encouraging and building financial literacy, which in time can foster lasting customer loyalty. Luvleen Sidhu, co-founder, president and chief strategy officer of BankMobile, discusses breakthrough practices that can help make a difference.

The banking industry knows by now that it’s missing major opportunities to tap the small business lending market. But between paperwork hassles for borrowers and return-on-investment fears from lenders, it’s left a void for fintechs to exploit. Sam Taussig, head of global policy at Kabbage, explains how online platforms are taking the friction and guesswork out of small business loans.

In 10 years, the banking landscape has accelerated to digital warp speed, bringing with it mobile apps, remote deposit capture, chatbots, upstart startups and the first stirrings of artificial intelligence. But is the temptation to keep up a trap that compels financial institutions to try being all things to all people? Julien Courbe, who leads PwC's U.S. Financial Services Advisory, weighs in on...

Small businesses are healthy, and the fundamentals are strong. But bankruptcies are up, and small businesses with good credit have big decisions to make in terms of investing back into equipment and hiring. Are owners finally ready to take their growth, enthusiasm and investment to the next level? And how can banks help? Gavin Harding, senior business consultant with Experian, surveys the landscap...

With artificial intelligence taking off, banks find themselves in an unprecedented position to meet and anticipate customer needs. But on the payments side of the equation, there's still a struggle to connect the dots of consumer experience. Can financial institutions play the role of catalyst? Fran Duggan, CEO of Payrailz, shares how banks can indeed make it happen—though he stresses that there's...

The conversation surrounding bank branches, and their future, continues to dominate conversation in financial services. Variables run the gamut from staffing levels to overall customer usage, and how the latter will drive quality and quantity in the former. David Kerstein, president and founder of Peak Performance Consulting Group, reveals how the common assumptions about branches aren't always sp...

In her time at Netflix, Patty McCord help create a much-acclaimed slide deck on talent management that has been seen by millions. In McCord’s podcast, this BAI Beacon keynote speaker and author of the new book “Powerful” talks about why banks should do away with both performance reviews and the notion of the “empowered” employee.

Cybersecurity at banks, to quote BAI managing director Karl Dahlgren, is a constant game of Whac-A-Mole as institutions struggle to stay a step ahead of resourceful, relentless malefactors. Yet for all the concerns, banks are only as strong as their weakest link—which in some cases might be an anemic office password such as “1234.” David Bryan, the self-described “Breaker of Things” for IBM’s X-Fo...

Today’s fintech industry covers such a wide swath of innovation and invention, it’s harder than ever to identify specific pockets of major forward movement. Even the concept of artificial intelligence too often lacks clarity as it pertains to banking breakthroughs. On thing’s for sure: Competition between banks and high-techs is evolving into cooperation. Meanwhile, the revolution continues as tec...

For all its focus on metrics and earnings reports, the banking world too often overlooks a non-numerical variable: standout culture. Yet that softer side of the equation, when in balance, produces numbers that are tough to beat. USAA boasts the industry's highest Net Promoter Score, reflecting how much their customers praise them. And Zachary Gipson, USAA's Chief Innovation Officers, says without...

Fintech progress means shiny new toys—at least in the minds of many bankers—yet some entrepreneurs focus first on a greater good. Moved by the plight of refugees in Europe, Taqanu founder Balázs Némethi created a blockchain-based system that lets users control their identities and data as they manage their finances. The winner of two BAI Global Innovation Awards at BAI Beacon 2017, Némethi discuss...

For all the talk about interactive technology, it's more than just chatbots. Questions and answers represent just the first dimension of human-machine interplay; in the not too distant future, banks will leverage artificial intelligence to help customers manage their finances in real time. Michelle Moore, head of digital banking for Bank of America, discusses the initiatives under way to bring abo...

The endless disruptions and revolutions in payments have done more than just taken “evolution” out of the picture: They’ve also sent the banking industry on a “wild ride.” That’s no casual choice of words, as “A Wild Ride” is the title of a new Accenture report that highlights 10 mega trends driving the future of payments. Tommy Marshall, Accenture’s fintech lead for North America, discusses those...

Compliance, so often followed by the rulebook, also needs a playbook: one that gets everyone on board, from the C-suite to the front-line employees who deal with customers. What are the five key ingredients that help organizations create a culture that improves compliance and bolsters the bottom line? Pam Perdue, the Executive Vice President and Chief Regulatory Officer at Continuity, lays down th...

While it’s tempting to break up customers by their particular age demographics, it can also overlook those crucial elements that unite consumers across all generations. For example, it isn’t just millennials who are tech savvy; many Gen Xers have come to expect the same levels of seamless customer experience via their mobile devices and payment apps. Deidra Colvin, Chief Marketing Officer at Baker...

The key to nurturing employee commitment goes far beyond the corporate mission statement or the latest C-suite buzzwords. Yet some banks have managed to create a great culture that fosters dedication, happiness and loyalty. On our podcast, Teresa Tanner of Fifth Third Bancorp discusses the fine points of employee engagement.

The Internet was in its nascent stages of public use in 1999--a time well before iPhones, apps and mobile banking. Yet a major initiative to take financial services into the cybersphere began that year with the founding of First Internet Bank. Why has that bank stood the test of time and where banks must focus in 2018 to remain viable in the digital realm. Nicole Lorch, First Internet Bank's execu...

Whether it's through the use of chatbots and predictive analytics, or taking compliance and fraud fighting to the next level, artificial intelligence promises to change every aspect of banking like nothing else before it. Three members of BAI's leadership team--President and CEO Debbie Bianucci, Managing Director Karl Dahlgren and Chief Marketing Officer Holly Hughes--share their perspectives of A...

The oft-debated topic of branches often begs for clarity--so where to start looking? The area of data analytics holds a crucial key, as it can inform a host of decisions from staffing levels to taking care of customers in peerless ways. Our guest Kerim Tumay, vice president of marketing for Kiran Analytics, discusses the role of data best practices and what's driving the industry forward in terms...

While the home equity loan market is picking up, so too is the pipeline backing up for stuck applications waiting to be processed. Automated speed and seamlessness are in demand more than ever, yet critical mass isn't yet an across-the-board reality—a particular pain point among tech-savvy millennial customers. Tim Smith of FirstClose shares how organizations can rise to the challenges and answer...

Like never before, data analytics can unlock the secrets of customer loyalty through what was once considered a soft, non-specific metric: emotional motivations for doing business. While this represents an exciting step beyond measuring customer satisfaction, many banks are understandably puzzled as to how to quantify emotional connection—and turn that information into actionable insights that yie...

Banks concerned with bolstering their bottom line need to examine the ROI that comes from creating peerless incentive packages. Chris Thurmond of First Tennessee Bank explains the finer points of employee incentive programs, including how such packages spark loyalty and efficiency in a workforce charged with making customers happy. For more great content from BAI. Visit BAI.org/banking-strategies

As though today's banking industry hurdles aren't enough, community banks are fighting to keep their customers happy in an era of high-stakes high tech and increasing competition for all corners. Nancy Graves, CEO of the Bank of New Jersey, shares how her institution found its place in the market, which in turn has preserved an excellent standing among its Garden State clientele.