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"How satisfied are you with your bank?" is a staple question in Voice of Customer (VOC) surveys. However, one question that is almost never asked is "How proactive is your bank in reach...
"Arthur Clarke once observed that cave dwellers froze to death on beds of coal.This is the opening statement of Carla O'Dell and C. Jackson Grayson's book "If Only We Knew What We Know."...
The concept of Direct Banking – an online and mobile only bank – delivers serious bottom-line benefits, for those with a well-defined strategy. Direct banks have become a popular means of driving depo...
Both in life and in banking technology, few have the luxury to start over with a clean slate. Banks usually have to build upon the investments (and mistakes) of prior years. Banks built their entire b...
In the Tortoise and the Hare Part One, I talked about getting faster, moving channels, and working with slower-changing core banking systems. However within our channels there is a similar race where ...
This widely known fabled story can serve as an excellent primer for examining the pros and cons of seemingly opposing forces in a familiar format utilizing a compare and contrast context. There certai...