News & Publications


In The Press

  • Omnichannel banking: Exceeding customer expectations in a seamless society

    CBInsight; Online; March 2017

    As consumers from all walks of life adapt to an increasingly digital world, financial institutions must adapt along with them. This evolution, while mutually beneficial, brings new and uncharted challenges to financial institutions, namely keeping the consumer experience consistent across digital, mobile, ATM, and in-branch channels. To help banks face these challenges, omnichannel banking has emerged as the solution. 
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  • Customers buy experiences now, not products and services

    Banking Exchange; Online; February 2017

    It has been said many, many times that the key to growth in these technology-heavy times is boosting customer satisfaction, which in turn requires improving the customer experience.

    A survey of more than 160 bank executives by Computer Services, Inc. found that 55% plan to increase spending on customer experience initiatives this year. At the top of this list of initiatives, 41% of respondents cited digital banking enhancements.
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  • Turning the Spotlight on Information Security Programs

    BankNews The Guide to Compliance 2017 (page 10); Online; February 2017

    Lately, the FFIEC has its hands full keeping stride with the accelerating speed of technological advancements and increasing sophistication of cyberattacks.

    The agency’s recent Information Security Booklet revision focuses on information security programs in an effort to increase security awareness, effectiveness and resiliency. To help institutions digest the 98-page update, we’ve analyzed the September 2016 booklet and discovered seven key takeaways on which financial institutions must act. 
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  • Transform Your Branch Using 3 Essential Components

    TBA Services Company; Online; February 2017

    Smart technology continues to change the behaviors and expectations of all consumers, from baby boomers to millennials. It’s a fact that’s part of our lives now, and it’s certainly true regarding the ways consumers currently view the bank branch.

    But, even though branch traffic and transactions are decreasing as customers enjoy the autonomy of digital channels, they still want to visit bank branches—they just expect more when they do. So in order to meet their expectations, banks should consider a total branch transformation.

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  • Bank Executives Weigh in on 2017’s Top Priorities

    CBInsight; Online; February 2017

    Now that the calendar has flipped to February, New Year’s resolutions may already be fading into the rear-view mirror. The gym parking lot is a little less crowded, and the chocolate bars and bags of chips have reappeared in the cupboard.

    For community banks, though, now is the best time to take a fresh look at annual goals and evaluate them in light of the macro trends affecting the banking industry.
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  • The road not token: How fraudsters beating EMV could hit a dead end in 2017

    BAI Banking Strategies; Online; January 2017

    When the EMV liability shift occurred in 2015, millions of mag-stripe debit and credit cards were traded in for chip-enabled cards. The goal: to prevent consumer data theft and tighten security at point-of-sale terminals. However, criminals are adaptive creatures. Making theft more difficult in one arena only pushes crime to a more vulnerable one: in this case, card-not-present transactions.

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  • 6 biggest themes affecting bank compliance in 2017

    CBInsight; Online; January 2017

    Bank compliance officers prefer certainty, because it allows them the ability to better prepare for the rules with which their institution must contend.

    Unfortunately, with 2016 in the rearview mirror, certainty is at a minimum. The nation’s 45th president, Donald Trump, has taken his seat in the oval office, and has promised to change the regulatory environment that emerged over the past eight years. How much of his plans will come to fruition? We’ll have to wait and see.

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  • Optimize your branch for the 21st century banking experience

    CBInsight; Online; December 2016

    Why do consumers need the bank branch? After all, check deposits, funds transfers, account balance information – all these functions and more are now readily available to banking customers through digital channels. These offerings entice them to participate in a self-service banking experience, replacing many of the traditional functions of a physical branch.

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