Keith Armstrong

This summer we hosted the first ever virtual AI in Banking Summit focused on bringing together the industry’s leading experts in artificial intelligence and banking. One of our many featured speakers was Jim Marous, co-publisher of The Financial Brand and the The Digital Banking Report. Jim’s session titled, Branches, Bots and Beyond: How AI Changes … Continue reading “Branches, Bots and Beyond: How AI Changes Customer Engagement”

Amazon is one of the most successful companies in history. The tech giant, which generated $100 billion in profits in 2015 alone, is the largest online retailer and fourth most valuable public company in the world. So what makes Amazon such an incredible success? Given the breadth of their offering — over 300 million items … Continue reading “Why Banks Should Start Thinking Like Amazon”

Banking customer service is changing. In the past, there were two main ways to help customers: in the branch and by telephone. Today, customers have access to an ever-increasing range of customer service channels: the branch, telephone, email, SMS, live chat, mobile apps, and social media. With rapid advances in technology, nearly every device — … Continue reading “Omni-Channel Banking: How Banks Can Deliver Unmatched Customer Service”

As technology becomes an increasingly central part of our lives, consumer expectations for customer service are skyrocketing. Today’s consumers expect top-notch, personalized customer service, and they want it instantly through their preferred channel. For banks, providing this level of service can be expensive, especially when digital disruption is already cutting into profit margins. So what … Continue reading “3 Ways to Reduce Your Bank’s Call Center Costs (Without Sacrificing Quality)”

Bank rewards programs are a great way to give customers perks that build brand appreciation and loyalty. From discounts to cash back on everyday purchases, a great rewards program gives customers a reason to keep your bank’s card at the top of their wallet. Or at least, that’s the goal. In theory, a rewards program … Continue reading “3 Reasons Your Bank’s Rewards Program Isn’t Working (And How to Fix It)”

    How well do you know your bank’s customers? No, really, be honest. Sure, you know their current account balance and how often they’ve overdrafted in the past year. But do you know that they just had a baby? Or that they’re planning to purchase a home in the next few months? What about … Continue reading “How to Really Get to Know Your Bank’s Customers: Collect Better Data”

If you’ve read any fintech news lately, you’ve probably seen this headline: “FINTECHS DISRUPTING THE BANKING INDUSTRY: BANKS, PREPARE TO DIE!” (Ok, we’re exaggerating, but you get the idea.) Maybe this headline makes you roll your eyes. Or maybe it makes you worry about your business. Either way, you’re probably as tired of hearing it … Continue reading “Why Banks and Fintechs Make Better Friends Than Foes”

Banking chatbots are the latest innovation in banking. Because of their ability to streamline, automate, and improve customer service, many banks are rushing to develop and launch their own banking chatbots. (Not sure what a chatbot is? See this infographic for a handy visual guide.) We’re confident that banking chatbots are the way of the … Continue reading “How to Fail with a Banking Chatbot”

    It’s no secret that the fintech industry is shaking up the banking sector. Nimble fintech firms are using the latest technology to solve complex banking problems, often faster and more efficiently than legacy institutions can. And this disruption is generating incredible new revenue. Just last week, the UK treasury announced that the British … Continue reading “What Banks Can Learn From the Top 10 Challenger Banks”

There’s been a lot of buzz about artificial intelligence (AI) lately. It seems like every day, there’s another news story about the incredible uses of artificial intelligence and chatbots. You’ve probably heard about banking, travel, and e-commerce bots. But did you know that AI is also helping solve some of the world’s toughest problems? Enterprising … Continue reading “10 Surprising Uses of Artificial Intelligence”