Topics: Multichannel Washington Federal Signs On to Fiserv’s DNA Account Processing Platform February 05, 2014Washington Federal, the largest bank in Washington, selected the platform to support future growth through improved customer experience. How Market Pressures and Emerging Trends Are Changing The Delivery of Debit Products January 13, 2014A new report from Aite outlines the changes that EMV, the Durbin Amendment and other new factors will have on debit products and branch networks. Bank of America Employee Petitions Against Video ATM’s November 26, 2013The petitioner says tellers will lose their jobs as a result of the new ATM’s in favor of lower-wage call center tellers. Nationwide Building Society Boosts Mortgage Sales with Remote Expert Video Conferencing November 22, 2013Partnering with Cisco to provide video conferencing with mortgage experts has helped increase growth in the bank’s mortgage business. A True Multichannel Experience? Still in the Making for Many Banks November 20, 2013While many banks have a multichannel strategy, few have the resources and systems to fully execute against it.
Tablet-Friendly Websites a Must for Banks September 30, 2013A report from Corporate Insight finds that, slowly but surely, financial services firms are rolling out new websites with clear, tablet-friendly features in mind.
BBVA Compass Names New CIO August 29, 2013Gabriel Sanchez Iniesta will replace Sergio Fidalgo, who has been promoted to a new role with parent company BBVA Group. Don’t Alienate Your Customer: Building A Successful Bank Channel Strategy July 30, 2013Banks need to dig into what is driving customers to use products or services in certain channels and find points of integration to deliver a more customer-centric channel strategy. Big Data: Uncovering Newer Dimensions in Fraud Preemption April 10, 2013Big data is opening up new opportunities for financial institutions to combat external and internal fraud by beginning to monitor user behavior in addition to tracking account activity. Improving the Customer Experience Across Every Touch Point April 02, 2013How banks can improve their customer communications by improving data collection and management, and developing a consistent multichannel strategy for customer interactions. The Future of Multichannel Banking March 04, 2013A panel of bank technologists discussed the evolution of multichannel banking at Celent's Insight & Innovation Day.
Multichannel is Becoming Omnichannel October 09, 2012At BAI Retail Delivery 2012, the fusion of channels is a major topic of discussion.
Life Without Channels: How to Provide a Seamless Customer Experience June 11, 2012Banks that fail to provide a seamless, singularly branded experience across all customer touch points risk alienating a new generation of customers. Here are some tips on developing a delivery strategy for a world without distinct channels. Power to the People: How Multichannel Banking Became Less About Channels and More About Customer Preferences June 08, 2012Just as there no longer is a specific night or network for 'must see TV,' banks can't predetermine or force a favored delivery channel on customers. Consumerization in Banking Is Driving More Profitable Relationships April 27, 2012Consumerization is changing how both customers and employees interact with their banks through BYOD, social media, and more-customized and targeted approaches to product development. Providing Distinctive Customer Experience: The Power of Customer Communications Management April 23, 2012When it comes to customer communications, a personalized, multichannel experience is required. Using Live Chat to Reconnect With Online Customers April 15, 2012Banks should consider audio and video chat as a prime tool in engaging online customers. Increased Analytics, Multichannel Capability Wanted in Core Solutions February 17, 2012A new Celent report examines trends in core banking products used by midsize banks. Wells Fargo EVP Shares Channel Strategy March 29, 2011Wells Fargo has been working for years to integrate its retail delivery channels and provide a consistent experience across branches, mobile devices, online banking and ATMs. EVP Jonathan Velline shares the bank's strategy. Why the Retail Store Bank Branch Is Making a Comeback March 28, 2011Banks are spending millions of dollars to renovate branches in the image of retail stores and install interactive technologies, such as touchscreens and videoconferencing, to entice and engage customers. Why now?