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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 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 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.
Bank Technology News August 2010 Rebecca Sausner	Citi's Japanese Revolution Citi's "smart banking" strategy in Japan.
Bank Technology News January 2010 Michael Sisk	Gut Instinct Meets Analytics Brian Coakley, CIO of North Country Savings Bank, says using electronic channels to drive down costs and boost customer convenience is all well and good, but as a community bank we need to make sure we move the right people to the electronic channel; but not everyone all the time.
Bank Systems & Technology October 29, 2008 Maria Bruno-Britz	Banks Look to Multimedia Technology to Grow Branches Banks are striving to change the branch's image by reworking the channel to appeal to a wider array of customers.
Bank Systems & Technology May 1, 2006 Phil Britt	Don't Shutter the Branch Yet Despite all the attention given to online banking and self-service, for now, branches remain a strong component of banks' channel strategies, evidence suggests.
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 February 2011 Michael Sisk	Sales and Service Transformation In the past, banks might have been able ramp up sales by improving product and service offerings at the branches. But branch traffic and fee income are down, so more banks are following a multichannel sales and service strategy.
Bank Systems & Technology May 14, 2009 Katherine Burger	Microsoft and Agree Technology Announce SuperTeller for Next-Generation Branch Transformation Xiamen International Bank first to adopt innovative new solution to optimize branch efficiency.
Bank Systems & Technology June 2, 2004 Steven Marlin	Where The Money Is The current branch revival is evidence that the era of multichannel delivery is here to stay.
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.
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 Technology News March 2005 John Adams	Choice and Consequence The Internet and call center are the branch's remote and, at times, impersonal second cousins, but make them second fiddle at your peril. A customer's descent into automation hell can be the difference between a better relationship and a lost one.
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.
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 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.
CRM December 2013 Leonard Klie	Overcome Multichannel Customer Service Challenges Effective strategies start with talking to customers.
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.
Bank Systems & Technology July 1, 2005 Maria Bruno-Britz	Branch In a Box As financial technology matures, banks are beginning to reevaluate the manner in which they utilize their ATMs. As a result, the ATMs of the future will provide users with a much richer banking experience than ever before.
Bank Systems & Technology November 1, 2006 Phil Britt	Study: Channel Preference Is Age-Dependent Though financial services customers as a whole prefer branch banking, there are clear differences in customers' channel preferences based on age, according to a recent American Bankers Association (Washington, D.C.) survey of 1,000 consumers.
Bank Technology News December 2003 Holly Sraeel	Branches Are Back. Is This Banking's Big Break? Identity theft may be grabbing headlines, but most banks are heavily focused on branches, particularly in understanding what types of activities are conducted by customers while there.
Bank Systems & Technology November 4, 2003 Ivan Schneider	Fast-Track Citizens Why do people continue to use bank branches despite the ready availability of automated alternatives? Who knows? But since they do, Citizens Bank has continued to place the branch at the center of its retail banking strategy.
Bank Technology News November 2010 Sean Sposito	Self-Service (R)Evolution "Branches are the number one or number two predictor of deposit growth. Branch convenience is the number one or number two reason that customers chose a bank," says Jed Taylor, vp of uGenius.
U.S. Banker August 2001 Mark Bruno	Unisys Taps SPSS for Analytics Assistance Banks will be able to use the software to determine strategies that initiate cross-selling.
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.
U.S. Banker August 2010 Alan Kline	Banking 2020: Smartphones Rule All the hubbub about smartphones laying the decisive blow to branches is unnecessary; they can peacefully and successfully co-exist with some retooling.
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.
Bank Technology News January 2007 John Adams	Branch Automation: Helping Customers To Help Themselves Buoyed by the success of user-driven automated service at airports and supermarkets, firms like Source Technologies and NCR are selling the idea to financial firms.
Bank Technology News December 2009 Steve Bills	BBVA Branches Into Video Customers may soon be talking to a screen at the branch - instead of a person.
Bank Systems & Technology June 24, 2008 Paula Damiano	IBM Unveils Virtual Teller Kiosk of the Future Today's virtual teller solutions are nothing to laugh at. According to experts, the benefits of teller-assisted kiosks for banks range from improved staffing efficiencies to stronger security.
Bank Technology News August 2006	Branches Take Center Stage: Invest or Fall Behind Branches are a top priority among chief executives who see them as the nucleus of their retail banking franchises. But not all chief executives have been as quick to rethink, retool and reinvigorate their branches as their more aggressive peers.
CRM October 2014 Barton Goldenberg	The True Price of Channel Optimization Why meeting your customers where they prefer is key to your business survival.
Bank Systems & Technology October 28, 2004 Ivan Schneider	Here Today ... Everywhere Tomorrow The availability of low-cost technology is driving consumer demand for high-tech branches, and banks are getting the message.
Bank Technology News July 2009 Michael Sisk	The Future of the Bank Branch Innovative branch design and technology must encourage engagement with employees, not to discourage human interaction.
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.
CRM February 2, 2004 Martin Schneider	Vertical Focus: Financial Services Firms Learn to Value Relationships, Not Transactions Profits and speedy service are still key, but financial services firms are getting back to basics.
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.
U.S. Banker January 2010 Darryl Demos	Bank Branches: The Changing Nature of Work and Workers In today s changing times, banks will need to evaluate and evolve their branch workforce strategies to meet not only the changing needs and interaction preferences of their customers, but also the flexibility requirements of the available labor pool.
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.
Bank Technology News July 2011 John Adams	Robo Tellers A growing number of banks are deploying "personal teller" machines equipped with videoconferencing that allow remote branch staff to do virtually anything they could at the physical location.
Bank Systems & Technology December 21, 2009 Melanie Rodier	Banks To Increase Focus And Budgets On Online Banking in 2010 A new report from Aite Group reveals that executives will increase their budgets for online banking next year.
Bank Technology News August 2009 Michael Sisk	Automated Tellers Are Getting Smarter These souped up smart ATMs don't simply dispense cash 24-hours a day; they are actually replacing tellers at branches.
CRM August 19, 2011 McNally & Walheim	Call Centers Support Insurance in Multichannel Environment Customer experience continues to be a key differentiator in insurance
Bank Systems & Technology July 12, 2010 Penny Crosman	Mobile Banking Usage Nearly Doubled in Past Year, IDC Says The good news: consumers and banks have made great progress in mobile banking adoption. The bad news: it's hard for banks to make money via mobile.
U.S. Banker May 2011 Matthew de Paula	New Adventures in Branch Banking More banks are thinking about not just how to redesign their branches, but how to redesign their entire branch experience.
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 2012 Leonard Klie	Piecing Together Multichannel Support Cross-channel support starts with connecting the right channels.
Bank Technology News April 2003 Bruno & Adams	One Tech Advancement You Can't Live Without No financial institution that hopes to grow its business is going to rely on one innovation to meet all of its needs firmwide. But there are some technologies revolutionizing banking, rising above the hype and netting business results.