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SOCIAL MEDIA UPRISING
Frank Eliason
Frank Eliason, SVP of Soical Media, Citi

Banks Mining Social Networks with Analytics Tools
With the help of social media analytics tools, savvy banks including Citi, SunTrust, ING Direct and First Tennessee are listening to and gleaning useful insight from social media conversations.

The Limits of Social Media Analytics and the Need for Human Analysis
There's significant value in having people -- not just software -- monitor social media comments.

Q&A: How Citi Staff Use Social Media to Collaborate
Bank Systems & Technology speaks to Paul Butcher, director of communications central for Citi to confirm a tip that bank's employees are uncommonly active at using social media tools for internal collaboration.

CORE SYSTEMS WATCH
Q&A: BBVA Compass CIO Sergio Fidalgo on the Bank's Upcoming Core Systems Overhaul
The bank's migration to Accenture's Alnova platform will provide it with a single customer information file and real-time transaction posting across all channels.

REGULATION WATCH
Banks Hurry Up and Wait for Guidance from CFPB
Even as a picture of the Consumer Financial Protection Bureau's mission under Elizabeth Warren's leadership begins to take shape, banks continue to wait for specific regulatory guidance.

EXEC WATCH
BofA Hires Ex-National Intelligence Exec Patrick Gorman to Head Information Security
Gorman will head Bank of America's information security strategy, policy and program.

Comerica Bank Appoints New CIO, as well as EVP/National Retail Bank Director
Paul Obermeyer Named EVP and CIO, replacing former CIO John Beran; Dana Drago joins Comerica as EVP, National Retail Bank Director.

E-Trade Tabs Ex-Citi Exec for Banking Division
Former Citi executive Peter Knitzer to replace retiring Robert Burton as E*Trade Bank president.

FROM THE EDITOR
As the Bank Turns
Before all the memories of the crisis fade, bankers would do well to consider a recent development in the entertainment industry: the demise of soap opera.

FEATURE
Core Replacement Success Begins Before the RFP
A successful core banking renewal project begins before the request for proposal is even written.

INDUSTRY WATCH
Epsilon Data Breach Emphasizes Need to Proactively Create Security Awareness
Though it's not clear whether an attack is on the horizon, both bank and customer awareness can mitigate risk.

Number of U.S. Mobile Banking Users Surges 54% to 30 Million
Use of mobile apps grew 120% from 2009 to 2010; mobile browser and text banking usage are also growing. However, nearly half these users still say their preferred way to bank is online using a computer.

Mobile Payment Users Expected to Surpass 375 Million by 2015
Spotty global adoption of mobile payments to date has been due partly to lack of availability, notes research firm In-Stat.

Wells Fargo Deploys ATM Donations to Aid Japan Relief Efforts
Wells Fargo's 9,000 ATMs are accepting customer donations to the American Red Cross in the wake of the March 11 Japanese earthquake and tsunami.

Chase Punishes Loyal Customers Over Lost Debit Fees
Chase is killing its Disney debit card rewards program in an effort to make customers mad about the Durbin Amendment. But could the third-largest bank have found a better solution?

PERSPECTIVES
What is the role of the call center in the 21st century multichannel financial institution?

Improving Customer Service Requires Looking Beyond the Screen
By Celia Moncholi, TD Bank
Banks need to get a sense of customer behaviors and pull the feedback in from the customers to find out how to better service them.

Social Media is a Gift for Banks
By Donna Fluss, DMG Consulting
Organizations should have an enterprisewide social media strategy that involves marketing and the contact center.

How to Evaluate Your Contact Center
By Raj Dhinsa, Verizon
For contact centers to become more effective, banks should evaluate their contact centers from the outside in.

Smart Hires Can Improve the Customer Experience
By Malysa O'Connor, Kronos
Behavioral assessments built into hiring solutions improve decisions and systematically enhance the overall quality of the workforce.

CASE STUDIES
First Citizens Bank's New Call Center Tech
First Citizens Bank increases its collections department's efficiency using Noble Systems' call center technology.

Indonesian Bank Opens Locations Anywhere with New Core System
Indonesia's Bank BRISyariah leverages Temenos' T24 core systems platform to meet surging demand for Islamic banking and enable agile branch expansion.