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All Rivers Lead to the Sea

Posted by Patrick True

May 18, 2018 1:30:00 PM

 

While all rivers eventually lead to the sea, the route you choose makes all the difference to your passengers and crew.

While the fintech movement has been getting a lot of press in recent years, it is simply a continuation of decades of advancement in financial technology beginning in the early 1980s. While the rate of change may have increased, the process and the motives remain the same.

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Topics: Relationship Management, Customer Experience, Mobile Banking, fintech, banking, technology, user experience

Mobile Banking Trends Continuing to Rise

Posted by Hannah Day

May 16, 2018 11:00:00 AM

It’s no secret; mobile banking is a requirement for financial institutions (FIs) today. In 2017, we noticed a few key trends that set the stage for where we are today. These trends are; enhanced customer experience via the mobile device, new authentication methods, and big data.

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Topics: Customer Experience, Mobile Banking, Credit Unions, big data, banking, technology, user experience

Banking on Budget: Why You Should Integrate a Personal Finance Management Tool

Posted by Molly Mantei

Apr 25, 2018 11:00:00 AM

Dear Financial Institutions,

How would you react if I walked into your bank or credit union and said, “I’d like to create a budget and track my spending in your online banking and mobile app. Can you help me get started?” Would you smile as you showed me where to access your personal finance management (PFM) tool, or would you dab at your beads of sweat as you explained that you don’t offer anything like that?

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Topics: Commercial Lending, Customer Experience, Mobile Banking, Online Bill Pay, Credit Unions, digital survival, banking, financial institution

Saving Your Data Means Saving Your Customers

Posted by Eric Flick

Apr 18, 2018 11:00:00 AM

 

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Topics: Customer Experience, Cybersecurity, Business Continuity, Data Management, disaster recovery

Customer Journey Mapping Explained in Journey’s Hit Songs

Posted by Nicole Harper

Mar 14, 2018 11:08:43 AM

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Topics: Relationship Management, Customer Experience, Business Continuity

Move Over, Mr. Robot: 4 Tips to Humanize Your Communication Strategy

Posted by Katie Bennett

Nov 22, 2017 8:01:00 AM

Your financial institution communicates to your constituents every day through the written word, whether it’s through the copy on websites, sales materials, internal documents, or emails. You know what the words are saying literally, but is your tone helping or detracting from that message?

Whether you’re writing an email to a coworker, a memo, or a sales brochure, your words are saying more than what appears on the surface. Tone adds to the subtext of a document and, if used poorly, can make it sound less human-centered and more like your institution is a machine.

If you’re worried that your default tone is as cold as metal, consider trying one of these techniques to sound friendlier.

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Topics: Customer Experience

Help Me Out: 4 Ideas for Leveraging Help Documentation

Posted by Katie Bennett

Aug 2, 2017 12:00:00 PM

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Topics: Financial Services Industry, Customer Experience

How to Build Rapport with Your Customers

Posted by Shane Purnell

May 18, 2017 1:16:10 PM

There is an old adage attributed to Sir Austen Chamberlain, a British politician who heard it from a British diplomat who had spent time China. The old diplomat told him that there was a Chinese curse which stated, “May you live in interesting times.”

We are certainly living in interesting times. Think back over the last 20 years. Do you remember when you first heard the term, “world wide web”? Do you remember when websites first allowed you to create customized home page portals? They branded these portal pages with the prefix “my” so your experience of the world wide web was customized to you. It sounds passé now, but at the time it was innovative. Looking back over the last 20 years, it’s easy to see we’ve moved into a time of mass disruption and customization of our experience.

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Topics: Customer Experience

Four Pillars of a Strong Response to User Accessibility Needs (Part 3)

Posted by Terry Randall, Laura Reece, Emily Gafford, Nathaniel Kincy and Danielle Shearer

Apr 19, 2017 11:30:00 AM

In part one, began our three part series on user accessibility by discussing the Design and Construction stages of your site and attempted to convey the importance of a trusted partner who will be handling those critical foundational steps. In part two we talked about the actual content going on your site and hopefully gave you some tips on how to deliver your message in a way that all users can appreciate.

Today in the final installment, we’re shifting our focus to the last two pillars: Testing and Feedback Loop.

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Topics: Websites, Customer Experience

Four Pillars of a Strong Response to User Accessibility Needs (Part 2)

Posted by Terry Randall, Laura Reece, Emily Gafford, Nathaniel Kincy and Danielle Shearer

Apr 12, 2017 11:15:00 AM

Last week we began our three part series on user accessibility by discussing the Design and Construction of your site. The primary takeaway is that you are very likely to be extremely dependent upon your vendor to help you make great decisions that give you the best blend of aesthetics and user accessibility. There are a lot of great folks out there. Find someone you TRUST, someone who has exhibited the subject matter expertise to do the job. Today our focus shifts to an area in which you, as the owner of the website, can have a great deal of control - the content that goes onto your site.

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Topics: Websites, Customer Experience

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