Insights
By Alex Jimenez
Theo Lau, founder of Unconventional Ventures, says the gap between AI hype and results sits in organizational readiness. Many institutions announce they are doing AI without a strategy or a defined…
By Alex Jimenez
A strong funding request can die on a single question. A question does not have to touch the merits to stop a case. It only must sound prudent and land on someone who cannot answer it. One question…
By Alex Jimenez
In most vendor selections, buyers sit through a demo and have to decide how much of what they hear to believe. A demo covers a lot of ground in a short time, and the people who run it want to win the…
By Alex Jimenez
You did everything the process asks. You talked to finance before the meeting. You walked the head of IT through the integration. You had the sponsors nodding in the hallway. You walked into the…
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…
Reports and white papers
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White paper
Becoming First Choice: How Banks and Credit Unions Turn Loyalty into Love
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White paper
White paper
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