Insights
By Alex Jimenez
Steven Ramirez, CEO of Beyond the Arc, says the early stage of the customer journey now starts on AI platforms. People ask ChatGPT, Gemini, or Claude which institution to consider, and the ranked list…
By Alex Jimenez
A member walks into her local branch to sort out a mixed-up direct deposit. The teller pulls up her account, fixes it in four minutes, and asks about her daughter’s college applications. She leaves…
By Alex Jimenez
Leadership has handed you a growth target bigger than any you have carried and attached a condition to it. The growth must last. You already know how to move a number for one quarter. Run a rate…
By Alex Jimenez
Most retention reports tell a reassuring story. Members stay, deposits hold, accounts stay open, and churn comes in low again this quarter. Underneath those steady numbers, the relationships they…
By Alex Jimenez
An executive came back from a conference convinced that interactive teller machines would soon replace the ATM and that the institution had to move first. The team traveled to another bank to see the…
By Alex Jimenez
Every branch is staffed. The institution pays for people to be there all day, so anyone who comes in finds someone ready to help. That staffing is a salary line, and nobody on the budget committee…
By Alex Jimenez
At TD Bank, digital logs 22 million logins a month, 1.2 billion a year. For Todd Purcell, SVP and Head of Digital Strategy at TD Bank, that number settles the argument: digital is the business itself.
By Alex Jimenez
Days after the institution rolled out Zelle, a head teller stood at the counter and told a customer she would not use it herself. CarrieAnne Cormier, who ran retail and operations at a bank and a…
By Alex Jimenez
Every growth plan is a choice about how to pay for the growth. An institution needs more deposits or more loans, and the reflexive way to buy them is a rate promotion. Pay a little more on deposits…
By Alex Jimenez
Most of the people a bank or credit union serves now do their banking on its website. They open accounts there, shop for loans there, and decide there whether to go further. For a place that…
By Alex Jimenez
Every line in your marketing budget ends at the same place. The email platform’s work ends when someone clicks through to your website. The paid search budget buys arrivals at your website. The…
By Alex Jimenez
Every credit union says it is member-focused. The claim is easy to make, because community is the differentiator almost everyone reaches for, which is exactly why it is hard to prove. Neville…
Reports and white papers
Report
White paper
Becoming First Choice: How Banks and Credit Unions Turn Loyalty into Love
Report
White paper
White paper
Report