Customer Experience

Is There a Role for the Branch in The Digital World?

I was fortunate to participate in FinovateSpring in San Francisco this past May. I joined the Leaders Debate session titled “How New Players, New Platforms & New Technologies Will Transform Digital Banking. Is There A Role For The Branch In The Digital World?” In preparation for that session, they asked me to write a blog…

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5 Fintech Trends to Track in 2019

Zions Bank interviewed me for an article in their community blog covering fintech trends. The resulting piece covers five fintech trends I’m following this year: Accelerated Experiences Gamification Open Banking Artificial Intelligence Biometrics The article can be read here.

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The Problem With Customer Opinion Surveys and Strategy

For the past few years I’ve noticed that more and more banking and banking technology articles about the future of banking seem to be informed by dubious claims. The writers derive these claims from customer opinion polls and immediately jump to conclusions without understanding survey methodology. Some researchers and consultants conduct customer opinion surveys with…

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