Opinions

A recap of the informed opinions (and the discussions they generated) on BankThink this week.

Since building loyal customers requires making changes across all areas of the organization, 'loyalty' or customer experience management programs should be geared towards change management, not market research.

Mobile banking can alleviate friction and save time for underserved, low-income consumers, but face-to-face interaction is critical to serving their financial needs.

Customers want to bank in the most convenient way for them. Banks don’t need to close their branches necessarily, but they certainly must transform them to address this fundamental shift in behavior.

An executive order in February called cyberthreats one of the most serious national security challenges our nation faces. Too bad most cybersecurity personnel were furloughed as part of the shutdown.

These financially underserved individuals are far from disconnected. They are actually more active users of mobile phones and social media than the population at large.

As the world accelerates toward faster and contactless payments, the U.S. has been reinforcing checks, avoiding global payments standards and pursuing closed-loop innovations that further isolate it.

U.S. regulators and law enforcement officials expect risk-based anti-laundering and sanctions programs — no small feat for digital-currency firms, which generally do not know their customers' counterparties.

Because third-party processors are on the hook for losses from fraudulent transactions, they have as much interest in eliminating bad actors as anyone.

The late Ronald Coase’s work can help us understand why megabanks came into being – and why their days may be numbered.