Steve has 42 years, of practical experience in planning, cost-justifying, marketing and implementing all facets of Customer Experience retail banking delivery solutions. This includes 38 years at IBM and two years at Unisys where he led re-engineering and automation of teller, platform, ATM, contact center, voice response, internet and check processing. His current focus is to measurably impact the business bottom line through increased revenue by applying a new science-based sales approach through all customer contacts. He has worked both domestically and internationally in over 40 countries in which he cost-justified and directed implementation of over $800 Million in bank retail delivery solutions.During his career Steve managed the implementation of cost-justified end user technology solutions including business reengineering design, programming, training and network management. Projects of special significance were platform, teller, telephone banking, check processing, on-line agricultural lending, stock brokerage and mortgage banking systems.He was also the technology team lead in an 18 month joint bank / IBM scenario planning project which developed a 25 year vision in delivery of retail bank products and services to consumers, high net worth individuals and small businesses. Additionally he was the visionary that architected and developed a complex ROI tool to cost-justify an enhanced retail delivery system. This approach has been used by over 80 banks resulting in executive decisions to implement over $500 Million in cost justified retail delivery systems. Finally he was the visionary in IBM that initiated and created a partnership that resulted in the creation of a bank executive visioning experience centre. This unique center showcased bank retail delivery solutions in a business setting that enabled banking executives to visualize their institutions use of these solutions which created a cost justified exceptional customer experience.
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Independent and authoritative analysis and perspective for the banking industry