Bank Customer Experience

From the growth of AI chatbots and tools to branch renovations, banks are dealing with multiple emerging(and older) trends on a daily basis. OneUnited Bank, the largest Black-owned bank, has been at the forefront of digital innovation, including AI tools. In today's episode of the Bank Customer Experience Podcast, Bradley Cooper, editor of ATM Marketplace, spoke with Erin Cohee, VP of user experience and business development at OneUnited Bank to learn more about top banking trends.

During the podcast, Cohee discussed several trends including:

• What's new in branches.
• What's new in digital banking.
• What's new in employee training.
• What role will AI play in banks.

You can listen to the full interview above.

One of the biggest moving targets for banks or any business is customer expectations. They are constantly changing and volving as customers become more used to automated, tailored experiences. How can banks meet these expectations and deliver a good customer experience? Marbue Brown, founder of the Customer Obsession Advantage and veteran banker, discussed what's new in bank CX in today's episode of the Bank Customer Experience Podcast.

Bradley Cooper, editor of ATM Marketplace spoke with Brown live at the Bank Customer Experience Summit held in Charlotte from Sept. 9 to 11, 2024 about a variety of topics including:

• What's the biggest areas banks are investing in for CX in 2024?
• What role does AI really play?
• What role do branches play?
• How can banks meet customer expectations?

You can watch the podcast in full above.

Teller cash recyclers are a modern day necessity in bank branches. Due to the large amount of cash banks handle, they need a reliable method to count it that doesn't rely on bankers manually counting it by hand. Teller cash recyclers automate both counting and sorting for cash. However, newer cash recyclers are also arriving on the market, with improved cassette technology, security features and more. What's on the horizon for TCRs? This was the topic of today's episode of the Bank Customer Experience Podcast, sponsored by Cook Solutions Group.

Bradley Cooper, editor of ATM Marketplace, spoke with Scott Fieber, chief strategy officer at Cook Solutions Group Ryan Loebs, TCR expert about the history of TCRs and trends to look for in the near future.

Topics covered included:

• Costs of newer TCRs.
• How to plan to replace older units.
• Why we are seeing a resurgence in TCRs.
• How to measure ROI.

You can listen to the podcast in its entirety below.

Self-service tools in banking have a long history, going back to the birth of the ATM in the 1960s. Today, there are a variety of self-service banking solutions ranging from video ITMs to chatbots, mobile banking and much more.

In today's episode of the Bank Customer Experience Podcast, Bradley Cooper, editor of ATM Marketplace, spoke with Joe Myers, EVP of global banking at Diebold Nixdorf about the ins and outs of self-service banking solutions and trends.

During the conversation, Myers covered topics ranging from the adoption rates of cash recycling in banks to customer experience trends in more. Some of the topics covered include:

• What are the top ATM features?
• How can banks made video banking work in their market?
• What about security?
• How do ITMs fit in the broader omnichannel banking world?
• How can banks successfully improve the customer experience with self-service?

One of the biggest advances in self-service banking has been the integration of video banking, particularly with ITMs. While initially only serving as video devices, banks have since integrated them with ATMs creating an all inclusive-device that can handle traditional ATM needs along with teller duties.

However, these devices can be a major challenge to deploy and manage, both on the technical level of getting all the equipment setup and training for employees and customers alike. In today's episode of the Bank Customer Experience Summit Podcast, Bradley Cooper, editor of ATM Marketplace spoke with Scott Fieber, chief strategy officer at Cook Solutions Group and Scott Smith, VP of strategic solutions at Cook Solutions Gorup of how banks can successfully deploy and manage ITMs.

During the podcast, Smith and Fieber discussed several factors and strategies surrounding ITMs including:

What are the main reasons financial institutions deploy ITMS?

• What are some unique strategies?
• How can banks make video banking successful?
• What are other key features for ITMs to include other than video?
• What services do Cook Solutions Group provide for ITM strategy?

Content is king. But how should content rule? In order to properly serve customers, banks need a solid content strategy that both retains current customers and brings in new ones. In today's podcast episode, keynote speaker for the 2024 Bank Customer Experience Summit, Regina DeMars, director of content marketing and social media strategy, First National Bank of Omaha shared insights on content strategy.

DeMars led her bank through many changes, including the integration of TikTok and other social media tools. In today's podcast, she covered a variety of topics including:

• How has content strategy changed?
• How can content be converted into action on the customer side?
• What sort of content do you think works best for retaining bank customers?
• What about gaining new customers?
• Can you give us a little preview of what you'll share as a keynote speaker?
• . How has the First National Bank of Omahas content strategy developed over time?

ATM fraud is a continued source of frustration for customers and banks alike. As banks have developed new methods to handle the fraud, criminals invent new tactics ranging from more advanced skimming devices, hacking the software, malware attacks and more. How can banks combat fraud? Bradley Cooper, content director for the Bank Customer Experience Summit discussed that topic in depth in today's podcast episode with Levi Daily, CTO and Michael Strange, director of technology services for Cook Solutions Group.

During the podcast, the panelists provided information on several topics including:

• The history of Cook Solutions Group and their role in ATM security.
• The newer forms of skimming fraud.
• Practical tips banks can take to prevent fraud.
• How to combat social engineering attacks(i.e. glue and tap).
• What Cook Solutions Group offers to prevent ATM fraud.

You can listen to the podcast in its entirety above.

Click here to register for the Bank Customer Experience Summit. Use the code AMCEDIT20 for 20% off checkout.

In recent news, big banks have made major layoffs, with Citi laying off a total of 2,000 employees in the first three months of 2024, with other banks such as PNC Financial and Wells Fargo following suit. But this news presents a challenge, how do banks maintain a good customer experience with reduced staff? Should banks be cutting headcount or training employees more efficiently?

Bradley Cooper, editor of ATM Marketplace discussed bank layoffs in light of CX with Mack Turner, a 30 year veteran of the financial services industry and managing director of Mack Turner Marketing Consulting and Insight LLC during this episode of the Bank Customer Experience Summit Podcast.

Turner discussed a number of key topics during the interview including:

• How do layoffs impact employee morale and customer service?
• How does this news impact smaller regional banks?
• How should banks be looking at branch strategy?
• What role does digital play in smaller banks' strategy?
• How should banks be training employees to deliver impactful CX?

Banks have been rethinking their branch strategies for some time. While some are downsizing their number of branches, others are renovating or constructing brand new branches. These branches need to be fully optimized to meet the needs of a changing audience. The first episode of the Bank Customer Experience Podcast explored the topic of branch renovations. Bradley Cooper, editor of ATM Marketplace, interviewed Jean-Pierre Lacroix, founder and president of design firm Shikatani Lacroix Design to learn more about how banks can discover the secret ingredients of branches to deliver the best return-on-experience for customers.

During the podcast, Lacroix addressed the following topics:

• Why are banks investing in branch renovations?
• What primary areas are they renovating?
• How can they train employees properly to fit these redesigned branches?
• How can these branches improve the customer experience?
• How can managers show ROI from these branch renovations?

Listen to the podcast in full above.