Bank Customer Experience

EXPLORE

Society & Culture

© 2024 PodJoint

https://is1-ssl.mzstatic.com/image/thumb/Podcasts221/v4/50/46/58/504658b7-903f-a420-75f7-1461279fa098/mza_11900904276477411273.jpg/600x600bb.jpg

Bank Customer Experience

High Performance Media and Events

20 episodes

1 week ago

It's not easy installing and maintaining an ATM or ITM. It takes a large team to handle the installation, software configuration, security and many other factors. As a result, many financial institutions are outsourcing these tasks to other vendors who provide professional ATM services. In today's episode of the Bank Customer Experience podcast, Jeshua Buchanan, director of fintech solutions at Cook Solutions Group and Wade Fieber, director of strategic verticals at Cook Solutions Group joine...

Show more...

All content for Bank Customer Experience is the property of High Performance Media and Events and is served directly from their servers with no modification, redirects, or rehosting. The podcast is not affiliated with or endorsed by Podjoint in any way.

It's not easy installing and maintaining an ATM or ITM. It takes a large team to handle the installation, software configuration, security and many other factors. As a result, many financial institutions are outsourcing these tasks to other vendors who provide professional ATM services. In today's episode of the Bank Customer Experience podcast, Jeshua Buchanan, director of fintech solutions at Cook Solutions Group and Wade Fieber, director of strategic verticals at Cook Solutions Group joine...

Show more...

Episodes (20/20)

Bank Customer Experience

How professional services can help ATM, ITM deployment, management

It's not easy installing and maintaining an ATM or ITM. It takes a large team to handle the installation, software configuration, security and many other factors. As a result, many financial institutions are outsourcing these tasks to other vendors who provide professional ATM services. In today's episode of the Bank Customer Experience podcast, Jeshua Buchanan, director of fintech solutions at Cook Solutions Group and Wade Fieber, director of strategic verticals at Cook Solutions Group joine...

1 month ago

19 minutes

Bank Customer Experience

Video verification improves security, saves money

ATM crimes aren't slowing down in intensity. If anything, they are increasing, and banks need to be able to contact law enforcement quickly and have them arrive on the scene fast enough to stop the crime. However, traditional security systems can cause big problems for ATM and branch security, especially due to false positives. In some jurisdictions, police departments are requiring video verification to prevent false positives, such as a faulty sensor triggering, an animal or some other issu...

1 month ago

19 minutes

Bank Customer Experience

Combatting criminal innovation with ATM software security

The biggest evergreen issue in the ATM industry is of course security. Criminals are always ready with innovative methods to steal cash from ATMs faster than the industry can put up protective barriers. This is true of both the ATM hardware and software. In today's episode of the Bank Customer Experience podcast, Bradley Cooper spoke with Kit Patterson, a senior software architecture and security expert at KAL ATM Software to get an overhead view of current theft trends and ways to combat the...

3 months ago

21 minutes

Bank Customer Experience

Digital signage is a game changer for banks

It's no secret that banks are renegotiating how they manage branches. Many are scaling back the number of branches, but others are also transforming the spaces with technology such as digital signage. According to research from Markets.US, the digital signage banking market is expected to grow to $9.4 billion by 2034, up from $3.5 billion in 2024. The in-branch segment currently holds 56.8% of the market share as well. In today's episode of the Bank Customer Experience podcast, Bradley Cooper...

4 months ago

22 minutes

Bank Customer Experience

Examining the changing world of community banking

Between evolving customer expectations and pressure from other financial providers, community banks have struggled to maintain relevance in recent years. In today's episode of the Bank Customer Experience Podcast, Bradley Cooper, editor of ATM Marketplace, spoke with Jean-Pierre Lacroix, president of Shikatanai Lacroix Design and Marbue Brown, founder of the Customer Obsession Advantage and a former banker about how community banking is changing When looking at challenges community banks face...

4 months ago

22 minutes

Bank Customer Experience

How to prevent check fraud without harming the customer experience

Despite the rise of digital payments, checks remain a valid form of payment, especially for businesses and individuals. With mobile deposit and ATM deposits, it's more convenient than ever to deposit a check. However, this brings with it a risk for fraud. In today's episode of the Bank Customer Experience podcast, Bradley Cooper spoke with Scott Fieber, chief strategy officer at Cook Solutions Group and Austin Smith, director of product development at Cook Solutions Group about how to prevent...

6 months ago

20 minutes

Bank Customer Experience

Responding to new ATM security threats

Keeping ATMs secure from attacks is a never-ending battle. Just when one area of attack is shut off, criminals discover a different vulnerability. One such vulnerability is Man in the Middle attacks, which can be difficult to detect as they imitate a legitimate transaction. In today's episode of the Bank Customer Experience podcast, Bradley Cooper, editor of ATM Marketplace spoke with Levi Daily, chief technology officer at Cook Solutions Group, and Michael Strange, director of technology ser...

7 months ago

17 minutes

Bank Customer Experience

How do branches score on customer experience?

Despite decreases in bank branch numbers, they have hit a bit of a plateau recently, hovering just shy of 70,000 total in the U.S. In the past several years, there has been a major push to modernize bank branches and turn them into more experiential centers that deliver financial advice rather than simply push transactions. But how are bank branches doing on that front? How do they score on overall customer experience? This was a topic Bradley Cooper, editor of ATM Marketplace, explored durin...

8 months ago

20 minutes

Bank Customer Experience

Smart cameras keep ATMs, branches safe

Cameras are a common and necessary component of ATM and branch security. However, older cameras have issues ranging from poor quality recordings to weak points. In today's episode of the Bank Customer Experience podcast, Bradley Cooper, editor of ATM Marketplace spoke with Joseph Parrillo, leader in the security solutions division, and Cody Anderson, implementations manager at Cook Solutions Group about how smart cameras can transform ATM and bank security. During the conversation, Parrillo a...

8 months ago

20 minutes

Bank Customer Experience

Improving bank branch safety, security

In an era of increasing ATM thefts and bank initiatives to improve employee and customer experience, it's more important than ever for bank branches to implement safety and security plans. In today's episode of the Bank Customer Experience podcast, Bradley Cooper, podcast host, spoke with Felix Nater, security expert and owner of Nater Associates LTD, about how banks can successfully implement safety plans. Nater discussed how security is top of mind for branches and other businesses but seld...

10 months ago

15 minutes

Bank Customer Experience

Should financial institutions consolidate to 1 vendor?

Financial institutions commonly have to deal with multiple vendors even for a single device like an ATM. This can cause significant strain on resources, time and management as banks have to handle all of these vendors at once. In such cases, it may be worth it for banks to consider working with one vendor for a variety of technology needs from ATM installation to security, digital tools and more. In today's episode of the Bank Customer Experience Summit podcast, Bradley Cooper, editor of ATM ...

11 months ago

22 minutes

Bank Customer Experience

What are the top future banking trends?

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...

1 year ago

15 minutes

Bank Customer Experience

What's new in bank CX?

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 Bro...

1 year ago

14 minutes

Bank Customer Experience

What's on the horizon for TCRs?

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 E...

1 year ago

17 minutes

Bank Customer Experience

What's on the horizon for self-service banking?

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 cov...

1 year ago

18 minutes

Bank Customer Experience

How to deploy, manage an ITM

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...

1 year ago

17 minutes

Bank Customer Experience

Bank Customer Experience Summit keynote shares content strategies that work

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 s...

1 year ago

17 minutes

Bank Customer Experience

How to fight ATM fraud

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...

1 year ago

18 minutes

Bank Customer Experience

How can banks maintain a good CX in light of layoffs?

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 veter...

1 year ago

19 minutes

Bank Customer Experience

How to pull off a successful branch renovation

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...

1 year ago

20 minutes