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Improving the digital customer experience is one of 2022’s top business challenges for financial services providers, according to BAI Banking Outlook research.Gaurav Bhatia, chief marketing and digital experience officer at PenFed Credit Union, joins us to talk about what his institution is doing for its 2.6 million members and how it’s working.…
 
Bank mergers are occurring at a brisk pace these days. Some deals will be successful, while others will be less so. What accounts for the diverging outcomes?Vibhas Ratanjee, a specialist in M&A integration from Gallup, discusses the role culture can play in making it more likely that a banking merger will work out according to the dealmakers’ plans…
 
As banks and credit unions undergo digital transformation, the mortgage department is getting its share of attention. This is making the mortgage process much faster and less manual.Phillip Petrie, vice president at ServiceLink, joins us to discuss how automation and other advances are streamlining the mortgage business.…
 
Leverage data and relationships — that, in a nutshell, is Fifth Third Bank’s plan to promote diversity, equity and inclusion.Stephanie Smith, who heads the bank’s DEI efforts, tells us more about building a program to provide greater access and opportunity, both in the bank and in the community.By BAI
 
Digital banking made tremendous gains during the pandemic. While some banks and credit unions lagged, others set the pace.David Tuyo, head of Los Angeles-based University Credit Union, joins us to talk about what his institution has done, where it’s headed and what others can learn from UCU's acceleration into digital banking.…
 
Like other industries, banks can often benefit in the present by learning lessons from the past. Financial commentator Zachary Karabell joins us to discuss "Inside Money: Brown Brothers Harriman and the American Way of Power," his new book on one of the nation's oldest financial firms, and why its story matters for banks today and in the future.…
 
The personalization trend being driven by online retail, streaming media and other industries is also a front-of-mind issue for banks and credit unions.Greg Kanevski, global head of banking at ServiceNow, discusses a personalization strategy that has an optimal mix of people and technology.By BAI
 
Where’s the leading edge of design and technology in banking, and how is it changing the industry?Jean-Pierre Lacroix, president of the branding and design firm SLD, tells us what North American banks can learn from overseas financial institutions about the latest tech and how they can put those insights to work.…
 
Customer relationships are highly valuable assets for banks and credit unions, and that makes them potentially lucrative targets for fintechs and other competitors.Cheryl Chiodi from ABBYY and industry consultant Jim Griffin share ideas on creating personalized banking experiences to strengthen customer relationships and stand up to outside threats…
 
There was a time when banks tended to give fintechs the side-eye. These days, banks are taking another look at fintechs as they consider them as a potential business partner.Randy Rivera, an ex-banker who's now on the fintech side, shares his thoughts on the benefits and challenges of a bank-fintech partnership.…
 
To address long-standing financial inequality, U.S. banks are stepping up their public commitments to make more capital available in underserved communities.Michael Innis-Thompson, the head of community lending at TD Bank, joins us to talk about a $105 million fund to help minority-owned small businesses and an even bolder initiative that the bank …
 
After more than a year of extreme stress and uncertainty, America's small businesses are gathering momentum in a bustling economy. Patrick Smith, head of small business banking at Santander Bank, joins us to offer his thoughts on what small businesses need most from their banks now, and how best to deliver it to them.…
 
Protecting customers and staying onside with the regulators are perennial challenges for financial services organizations. How is technology helping now, and how could better tech help even more?David Ehrich, executive director at the Alliance for Innovative Regulation, offers some thoughts on regtech’s current and future role. He also discusses hi…
 
Banks and credit unions have digitally adapted to the changes that came with COVID, though each one at a different speed and intensity.Danny Baker and Josh Spisak, both from Fiserv, join us to discuss how financial services providers are digitally responding to the pandemic’s impacts and where those efforts go from here.…
 
Accessing capital can be a challenge for small-business owners in lower-income communities, largely because of how lenders assess the credit risk of these would-be borrowers.Brad McConnell, CEO of Allies for Community Business in Chicago, joins us to discuss a novel way of gauging repayment risk in underserved areas.…
 
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