Does investing in customer experience improvements really create an economic return or a competitive advantage? Before you can answer that question, you must answer two others:  How much will it cost to be the industry leader in customer experience? What competencies or capabilities will be required to achieve and maintain that leadership position?  In their…

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Martha Bartlett Piland headshot

We had the pleasure of chatting with Banktastic CEO Martha Bartlett Piland about ways financial services can differentiate in a commoditized industry. We hope you’ll find this conversation to be as interesting as we do.  Are banks and credit unions doing enough to remain relevant to millennials and Generation Z? Many financial institutions are trying…

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Jim Marous - Headshot

How has COVID-19 become a wake-up call for financial services? The COVID-19 crisis has been almost an instantaneous reveal of those institutions that had embraced digital transformation and those that only were presenting a pretty façade.  If your firm required the consumer to visit your branch office at any time during a ‘digital’ new account…

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The number of smartphone users worldwide surpassed three billion in February and is forecast to further grow by several hundred million in the next few years. While there has been some stagnation in smartphone purchases, the smartphone market still has high growth potential as the smartphone penetration rate is still lower than 70% in most…

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Bo McDonald Headshot

Clearly, no brand should exploit the Coronavirus pandemic, but what can banks and credit unions now do to demonstrate authenticity?  I love stats, so let me start with that. According to a recent consumer study from Vision Critical, 91% of consumers value honesty in the brands they do business with, and 63% choose brands who…

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