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Author Archive

Facing Difficult Choices, Banks? Do the Math

“If it were easy, everyone would be doing it.” Or, “If it was that easy, anyone could do it.” We all want to keep our customers happy. And, we also want to protect our organization’s bottom line. So what do you do when doing what your customers want is expensive? Take a step back and […]

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Traditional Performance Management Is SO Yesterday

The traditional performance management approach might be an annual HR evaluation, or monthly or weekly scorecards that report a standard (and somewhat predictable?) set of metrics. I love and respect tradition. When it comes to special family customs, favorite recipes and holiday activities, maintaining tradition is important. However, there are times when newer is not […]

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Putting the Banking Customer in Control

Appointments are really the norm in most businesses today. From Apple® stores1 to urgent care facilities, people are no longer willing to wait several minutes—or even an hour—for service. Customers expect to be able to select the most convenient day, time and location to get the service they desire. They want to be in control. […]

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The New Face of Performance Management

Today, it is all too easy for customers to switch to a competitor. More than ever, organizations need to balance the need to get the most from their operations while also equipping employees to offer the best possible customer experience—and thus be more successful in retaining customers and growing revenue. These are big and important […]

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Omnichannel Customer Engagement Must Consider the Branch or Store Employee

When a customer walks into your branch, they may have a simple transaction to complete, or be interested in learning more about getting a mortgage. Whatever the reason that prompted them to visit a physical location, today’s consumer expects that their bank can help them—and that they can continue a journey that may have started […]

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Evolve! Bank Branches Can Learn Lessons from Darwin

We’ve all learned about Charles Darwin’s studies on evolution, and heard examples of species that are now extinct because they didn’t learn how to adapt to environmental changes. The same lesson can be applied to branches (the species) in the context of changes in retail banking (the environment) as consumers increase their use of digital […]

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IDC’s Marc DeCastro Addresses Today’s Bank Branch Challenges [Video]

As most of us know, these are rapidly changing—and quite challenging—times for bank branches. Finding new approaches to doing business with their customers is now a top priority for banks who want to succeed in the long run. We recently sat down with Marc DeCastro, Research Director, Consumer Banking, IDC Financial Insights, to talk about […]

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Tech Tip: Desktop and Process Analytics Reporting

Did you know that Verint Desktop and Process Analytics (Version 10 and higher) can enable you to quickly see productive and unproductive usage of the internet when you run reports? The solution can easily capture the URLs of sites that your employees are accessing throughout the day and rename them with simple, more intuitive titles. […]

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Achieving Visibility in Branch Operations for Better Decision-Making

Successful (and ongoing) branch transformation is a top objective for today’s retail banking executives. Customer habits are changing with the explosive growth of mobile banking, and fewer customers are visiting branches as a result. And getting it right is more critical than ever. A recent customer loyalty study commissioned by Verint found that although consumers […]

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Reflecting on BAI Retail Delivery 2015

Last week, I traveled to Las Vegas for the annual BAI Retail Delivery conference, and spoke with numerous retail banking executives during breakout sessions as well as in the expo hall. The keynote session by ABC’s Shark Tank’s Barbara Corcoran and Robert Herjavec kicked off the conference, sharing their life lessons that could also be […]

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