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Could 18% prime whack you and your customers in this lifetime?

Yet another acronym is making the rounds; this one, CEM, or customer experience management, roughly combines the adage "the customer is always right" with the latest techno-scheme of "predictive analytics."

What can bankers learn from recent headlines?

Who wins when a bank finds a way to safely extend financial services to individuals traditionally deemed out of the mainstream?

If you haven't noticed, there is a theme to my most recent blogs. The relationship between ourselves and our technology is changing!

4 steps to take, and a word on "typecasting"

The application of advanced analytics to detect and thwart sophisticated fraud increasingly is seen as the next, logical step in protecting customer data and identities.

Hint: It has nothing to do with "dropping the ball"

Today no complaint should be able to grow to a major surprise


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