How can companies deliver secure digital customer experiences without sacrificing customer convenience? In this episode of Bank on Wipfli, we explore how organizations can break the traditional trade-off between security and ease of use in digital workflows.
Wipfli’s Robert Zondag, partner, talks with Tracy Fox, co-founder and chief revenue officer of Botdoc, about the future of secure customer engagement, including:
• The 72% disconnect between companies’ perceived customer experience and
actual customer satisfaction.
• The impact of friction-filled security processes on customer drop-off and delays.
• How COVID accelerated digital transformation and created demand for remote, seamless workflows.
• The role of fluid, modular workflow automation in reducing friction and improving outcomes.
• Why companies must rethink “sharing” vs. “sending” data to meet customer expectations.

When should financial institutions look to integrate AI into their operations, and how should they do it? In this episode of Bank on Wipfli, we explore practical considerations for AI use in the industry, with a focus on security and user experience.

Wipfli’s Robert Zondag, partner, and Matt Sabo, director, talk with Joseph Pellissery, Chief Information Officer at Wescom Credit Union, about AI adoption strategy, including:

• The use of AI in quality assurance for financial institutions.
• The importance of balancing security measures with user experience considerations.
• The growing need for digital access for credit union members.

With many agricultural lenders aging out, there is a talent shortage within agricultural lending. This shortage emphasizes the need for more automation and AI to reduce support tasks and allow lenders to focus on true risk management and better productivity.
In this episode of Bank on Wipfli, we dig into the role of AI and automation in modernizing the world of agricultural lending. Special guest Croptell Founder Scott Sartor joined Wipfli Partner Robert Zondag to discuss:
• The role of communication between farmers and lenders in financial decision-making.
• The use of AI to automate loan approval processes.
• Enhancing efficiency in agricultural lending.

Listen in to learn how data utilization can improve a lender’s loan portfolio in agricultural lending.

How can financial services organizations integrate AI into their operations to enhance customer experience while ensuring safety and compliance? In this episode of Bank on Wipfli, we explore the rise of AI in the financial sector, with a focus on delivering seamless client interactions while maintaining data security.

Special guest Ben Nichols, co-founder and head of product at Directlink and data science professor at Syracuse University, joined Robert Zondag, partner at Wipfli, to discuss:

• AI integration strategies for financial services organizations.
• The importance of providing customers with a seamless experience across platforms and channels.
• Approaches for ensuring data security and compliance while integrating with AI platforms.

How can employee stock ownership plans (ESOPs) be used as a succession planning tool for registered investment advisor firms? In this episode of Bank on Wipfli, we explore the benefits of ESOPs and discuss how to implement them.

Special guest Nicholas Karalis, vice president of Wintrust Commercial Banking, joined Wipfli partner Robert Zondag to discuss:

• The tax advantages of ESOPs for both sellers and companies.
• How to successfully implement an ESOP.
• How companies structured as S corporation ESOPs may be tax-exempt, making them an attractive option for ownership transition.

Banking products provided by Wintrust Financial Corp. banks. Member FDIC. Equal Housing Lender.

How can financial institutions leverage wealth programs to enhance customer relationships and community impact? Over the next 20 years, $84 trillion in assets are expected to be transferred, and this episode of Bank on Wipfli explores what financial institutions can do to connect with the next

generation and retain those assets.

Special guest Anne Schutt, Vice President of Business Development for Midwestern Securities, joined Wipfli’s Robert Zondag, Partner, to discuss:

• The importance of board support and involvement in wealth programs.

• Strategies for engaging with the next generation during the great wealth transfer.

• Steps to start a new wealth program from scratch.

How can firms effectively implement and manage the new SEC cybersecurity rules? Listen in on this episode of Bank on Wipfli to find out how you can stay in compliance and protect against the looming threat of a cyberattack.

Wipfli consultant Derek Olson joined Wipfli’s Robert Zondag, partner, and Paul Lally, partner, to discuss:

• The importance of having a comprehensive incident response plan to manage cybersecurity threats.
• The necessity of monitoring third-party service providers to help ensure compliance and mitigate risks.
• The risks associated with serious cybersecurity incidents.

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Fraudsters keep innovating, and the reality today is that fraud is a business. The concept of “fraud as a service” is increasingly relevant as companies emerge that cater to malicious actors with services ranging from automated platforms for taking over phones to data mining tools for collecting personal information.

In response, financial institutions must implement robust and adaptive security measures.

That’s the topic of this episode of Bank on Wipfli. Robert Zondag and Mary Beth Marchione, partners at Wipfli, speak to Spencer Crane, principal solutions architect at ID Dataweb, and Mark Dreux, global financial services leader at ID Dataweb, on combatting fraud. They discuss:

• Emerging cyberfraud tactics: Fraudsters are using tools like generative AI to compromise

security measures, necessitating proactive defenses.

• Balancing security and user experience: Implementing robust identity verification can enhance

security while also improving the user experience, aiding in customer retention and acquisition.

Listen in to learn about the evolving and sophisticated nature of cyberfraud tactics and what your financial institution can do to mitigate risk