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Bank Technology News April 2004 Melissa Solomon	Easy-to-Use Sites Bring Bank Returns Web initiatives are paying off in terms of customer satisfaction.
Bank Technology News April 2005 Shane Kite	Cross-selling: Toppling Silos Key To Wells' Web Success Breaking down tech and cultural divides between corporate and consumer divisions, as well as providing more transparency for customers, is leading to greater overall use of the bank's portal.
Bank Technology News July 2005 Glen Fest	On-Line Banking: Access to Funds Can Be Immediate Wachovia is the latest of the big banks to introduce immediate opening and funding of on-line accounts. Vendors are hoping for something to click with small banks soon.
Bank Director 3rd Quarter 2010 Jack Milligan	The Big Retail Showdown Despite countless warnings that the industry has hit a wall on brick-and-mortar viability, lots of financial institutions are holding their ground, determined not to let this era become branching's last stand. Can branches remain profitable once the dust settles on the current economy?
Bank Systems & Technology November 3, 2009 Maria Bruno-Britz	In Channel Projects, Banks Look for Simpler Solutions The new economic conditions are dictating smarter use of resources among banks as they enhance their channels.
Bank Systems & Technology February 1, 2007 Kere Lewis	Banks to Explore Channel Optimization In 2007, many banks will explore channel optimization and the alignment of products and services with sales and service delivery channels to balance a positive customer experience with the need to better control costs.
Bank Systems & Technology August 24, 2006 Phil Britt	Living in a Multichannel World As banks decide how to allocate approximately $6.5 billion in investments on retail channels this year, they would be wise to look at how customers use those channels, according to Karen Massey, senior research analyst for Financial Insight.
Bank Systems & Technology November 1, 2006 Nancy Feig	Integrating the Channels Financial institutions are juggling numerous channels and the multitude of ways in which they touch customers. Many banks are actively looking to integrate those delivery channels more strategically.
Bank Technology News April 2011 John Adams	Service Perceptions Still Need Work Efforts by banks to improve the quality of service have not yet resulted in improved customer perceptions.
Bank Technology News May 2003 Mark Bruno	The Anatomy of an Anomaly How a traditional institution like Bank Of America is making huge waves in the internet banking business.
Bank Technology News May 2003	By The Numbers When it comes to customer service, bank customers still want to talk to an actual person when they dial into a call center, but that may change.
CRM September 2013 Leonard Klie	Which Interaction Channels Are Most Popular? Interactive Voice Response (IVR) and email top the list, but online customer support gains ground.
Bank Technology News January 2003 Charlotte Dunlap	CIBC Reuses As It Renews Banks are being advised to invest in component-based technology, which would permit a bank to reuse the same application across multiple business lines.
Bank Systems & Technology May 21, 2007 Katherine Burger	Online Banking Growth Outpacing That of Call Centers, Branches, ATMs, TowerGroup Report Says According to a recent report, online banking is increasing in use at an annual rate of 27% -- compared to 7% for the call center, 1.4% for the branch and only 0.5% for ATMs.
U.S. Banker June 2007 Keith Lewis	Giving the 'You Generation' The ATM Relationship It Craves Institutions are now working to enhance the usability experience anywhere or any way consumers choose to bank: at the branch, at the ATM, on the Web and via mobile phone.
Bank Systems & Technology November 11, 2007 Peggy Bresnick Kendler	Online Account Opening Provides Myriad Benefits to Retail Banks From processing efficiencies to high customer satisfaction and competitive differentiation, online account opening can help banks improve customer acquisition and profitability. But it needs to be done right.
Bank Technology News October 2008 Anthony Malakian	CRM the Top Priority Looking to grab marketshare, many institutions plan to throw money at customer relationship management and sales automation solutions over the next two years.
Bank Technology News March 2010 Karen Epper Hoffman	ATMs Get More Connected Automated teller machines may no longer be the one-trick pony of banking.
U.S. Banker October 2001 Neckopulos & Pihl	Challenge: Integrating the Channels Andersen Business Consulting says banks must integrate all delivery channels to be successful...
Bank Systems & Technology May 3, 2005 Deena M. Amato-McCoy	Creating Virtual Value By integrating business channels, consolidating customer histories and beefing up security, banks are improving their online offerings to provide customers with all the conveniences of branch banking in the comfort of their own homes.
CRM December 2013 Leonard Klie	Overcome Multichannel Customer Service Challenges Effective strategies start with talking to customers.
Wall Street & Technology July 1, 2005 Jim Middlemiss	CIO Challenge As more and more clients look to conduct transactions via electronic channels, investment management firms are improving their electronic servicing systems. Boosting online search capabilities and integrating call center systems and Web platforms can enhance self-service.
Bank Technology News June 2001 Raad Cawthon	Taking Financial Web Sites to the Next Level A new study questions the conventional wisdom...
Bank Technology News April 2003 Mark Bruno	For Web Relaunches, Functionality is Focus Ring the bell for round two of on-line banking redesigns and relaunches. A new phase of Internet banking emphasizing greater ease-of-use and broader functionality is getting underway.
U.S. Banker September 2010 Glen Fest	Miles to Go The online banking evolution is far from over. Banks have a lot of room to improve and a lot of revenue to gain once they do.
CRM February 2015 Leonard Klie	The Hidden Sources of Poor Customer Service Interactions should be designed with the customer in mind.
Bank Systems & Technology June 1, 2005 Peggy Bresnick Kendler	Contact/Call Centers No longer just about back-office servicing, contact and call centers now provide banks with an opportunity to nurture customer relationships.
CRM April 2014 Leonard Klie	From IVRs to Automated Interactive Customer Contacts Chat, SMS, and virtual agent solutions have a strong future if deployed wisely.
Bank Technology News February 2009 Michael Sisk	Online Banking Lessons From Canada Consumer adoption of Web banking has been a major success story in Canada, leading some to wonder if that success can be duplicated south of the border.
Bank Technology News May 2004 John Adams	Firm Takes Swipe At e-Tolls Again A new pay-for product from Online Resources hits the market with a group of more than 50 early adopters including First Command Bank and Pinnacle Federal Credit Union.
Bank Technology News August 2007 Alenka Grealish	The Web: Mature, Yet New Internet banking shows signs of maturing but few signs of aging as innovation continues to flow.
CRM December 2012 Leonard Klie	Piecing Together Multichannel Support Cross-channel support starts with connecting the right channels.
Bank Technology News June 2004 Holly Sraeel	If You Want Customers To Stay, Don't Charge For Bill Pay The adage "the best things in life are free" couldn't apply more than for bankers toying with reinstating fees--eventually--for on-line bill payment.
CRM July 8, 2013	New Survey Highlights the Growth of Web Self-Service Web and mobile apps are gaining ground on interactive voice response systems as the self-service channel of choice.
CRM May 2005 Coreen Bailor	Making a Clear Connection Integrating your multichannel operations can seem like a near-impossible feat, but it doesn't have to be. Follow these strategies to ease your integration process and maximize your multichannel potential.
Bank Systems & Technology March 3, 2009 Maria Bruno-Britz	Fifth Third is Awarded Two-Character Mobile Domain Name Fifth Third Bank is one of the first companies to receive a two-character mobile Internet address, something it says will help retain consistency between its Web and mobile banking channels.
Bank Technology News March 2010 John Adams	IVRs Get On The Brandwagon Interactive voice response (IVR) systems are increasing in importance as a retention tool in the financial services industry. New systems can be linked to CRM systems, and can move callers and customer data between departments.
Bank Technology News November 2007 John Adams et al.	The 6th Annual Innovators Ranking If there's an ethos that ties technologists together, it's the notion that the status quo poses far greater risk than not pushing forward. Among some of this year's Innovators there's an almost militant insistence that banks not shirk.
Bank Technology News February 2006 John Adams	Developing Standards: IFX Gains Speed As Message Standard Businesses are expanding and automating, and that means more systems integration. IFX may replace proprietary message formats with a simpler standard.
Bank Technology News March 2002 Karen Epper Hoffmann	Online Banking Aligns Practices Now that the initial online flurry has subsided, Web-based banks are looking at ROI potential...
Wall Street & Technology June 23, 2008 Melanie Rodier	SOA Threatens Security With customers accessing systems themselves through Internet banking and other self-serving channels, core systems are vulnerable to security threats.
CRM July 2014 Leonard Klie	The 4 Key Customer Service Omnichannel Considerations Contact centers have deployed new technologies in silos; integration is difficult but not impossible.
Bank Systems & Technology April 28, 2008 Maria Bruno-Britz	Banks Prove Top Performers in Call Center Study Banks are tops when it comes to their call centers, according to a new study.
Bank Systems & Technology August 24, 2006 Deena M. Amato-McCoy	The New Integration While expanding data volumes and regulatory changes are putting more and more pressure on banks' core processing systems, they can't diminish their original services.
Bank Systems & Technology July 29, 2008 Lance Drummond	Mobile Banking: Weighing the Lessons Learned On its way to growing its mobile banking customer base to more than 1 million users, Bank of America has successfully addressed a number of technological, cultural and marketing-related issues.
Bank Systems & Technology December 23, 2007 Nancy Feig	Mobile Banking Experiencing Increased Adoption Mobile banking is causing a flurry of activity in the U.S. financial services industry.
Bank Technology News January 2002 Joseph McKendrick	Branch Automation Tools Open New Channels The newest technology focuses on helping data to be everywhere at once...
Bank Technology News July 2005 Shane Kite	Service On-line: Even House Calls Are A Retention Play Firms ranging from Citibank to Provident are rolling out bells and whistles to save business on the Internet. One institution is even making visits to set up accounts.
Bank Systems & Technology October 28, 2004 Peggy Bresnick Kendler	Contact Centers It is critical for banks to have well-trained contact center personnel and to implement the latest self-service and voice technologies.
Bank Systems & Technology December 28, 2008	The Bank Technology Hot List: Solutions That Sizzle According to a cross section of bank tech executives, this could be the year that heretofore unproven solutions -- including mobile payments, cloud computing and social networking -- become essential components of banks' strategies.