Just because “experts” say it, doesn’t mean it’s true. If you watch the news—or read some stuffy white paper—you’d think that today’s bank staff are terrified of robotic process automation, or RPA. You’d think they’re fearing for their jobs. Their dignity. Their lives. Nothing could be further from the truth. How do we know? We’ve …
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Both brick-and-mortar banks and cutting-edge fintechs compete to deliver a superior credit card customer journey. The reasons are simple. For a bank, it’s all about retention, monetizing the expense of onboarding a new customer, and cross-selling. For a fintech, it’s about reducing churn, keeping pace with full-service banks, and going after new generations of customers …
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A Relationship Banker (sometimes called a “Universal Banker”) wears many hats: Teller, Loan Salesperson, Customer Service Rep. He or she is the front-line person who brings more of the bank to the customer—and more profits by cross selling in the bank than a single-skilled teller. That’s why the Relationship Banking strategy is important and such …
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Our last article described the Relationship Banking Model opportunity available to regional banks across the country. It also listed—and dismantled—many of the perceived barriers to its implementation. In this article, we’re going to give you some juicy real-life details from numerous Relationship Banking model transformations which The Lab helped to design and implement. Customer engagement data and …
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