Opinions

The model for the future is simple: Provide easy access across multiple channels to improve the customer experience.

Two shopping experiences and a well-timed commercial from Isis indicate tapping a payment-capable phone against a reader may, in fact, be so much easier than swiping a plastic card … so long as merchants have complete buy-in.

With limited resources to invest in new technologies, banks need to place small bets on a portfolio of promising options, team up with innovation partners and exceed customer expectations.

It is one thing to see an irrelevant ad on a billboard in Las Vegas, but it's quite another to get an irrelevant message from an institution who knows more about me than many of my relatives.

We need more experts who can investigate what happened and identify the perpetrators of attacks rather than simply focus on protecting our critical infrastructure.

Relying solely on a fortress mentality that trusts in firewalls, antivirus and other countermeasure technologies has been shown, time and again, to be insufficient.

Nonbank competitors are forcing financial institutions to utilize new skills sets. Conservative thinkers must now be imaginative, followers must become visionaries and the risk adverse must embrace uncertainty. Here's how to develop a forward-looking strategy in the changing landscape.

Bricks-and-mortar locations aren’t yet obsolete. Leading banks are responding to changing consumer demands by developing specialized branch formats, increasing their focus on advice and emphasizing proactive engagement with customers.

Banks that wait to be told what to do won’t thrive because the possibility of surprising and delighting customers with innovation is exactly zero when you wait for them to tell you what to build.

It is only natural that a business unit will not want to disturb an established, profitable relationship. But that is how risk enters a business, making the whole firm vulnerable to financial crimes or regulatory violations.