Banks today have a great number of customer experience pain points. There's the trust factor to consider, on whether customers feel their bank actually care about them and their financial struggles. But there's also the fact that customers expect a seamless experience across multiple channels, whether that's in the branch, mobile or at the branch.

In today's episode of the Bank Customer Experience podcast, Brian McEvoy, chief retail banking officer at Webster Five, joined Bradley Cooper to discuss how banks can navigate these customer pain points.

He said during the podcast that "people process technology in unison." In other words, the various platforms have to work together. It's not enough to have a fancy mobile app that doesn't integrate well with your other bank platforms or doesn't integrate with third party apps.

McEvoy added that the hardest part for banks is: "How do you make a frictionless experience for the customer?" This is a particularly big problem as customers have far less patience for any frustration in the experience.

"If there's any pain point in the experience, our tolerance and patience is less than it used to be."

So how do banks address this? McEvoy pointed to a few important elements:

• Refocus branches to have a custom experience for guests.
• Use AI to automate simpler tasks.
• Use a mobile-first strategy to ensure all your bank's features are accessible.

During the discussion, McEvoy addressed several subtopics such as:

• Identifying pain points.
• Making a good branch experience.
• Keeping the personal touch while also using AI.

Listen to the full discussion above.

Banks are embracing AI for several different purposes. Some are using it for fraud detection, loan origination and handling basic customer interactions. While big banks have a great deal of resources for AI, community banks can also take advantage of AI tools; however, there's a danger here that banks will over-rely on AI, or not give bankers the ability to override AI decisions and in turn lose that personal touch.

Mack Turner, marketing and insights analyst at Mack Turner Marketing Consulting and Insights LLC joined Bradley Cooper to discuss how banks are using and how they should be using AI in today's episode of the Bank Customer Experience podcast.

For larger banks, Turner said that "banks increasingly use AI to forecast customer behavior in the credit decisioning and predictive modeling space. Large banks use AI to scale what humans can do, especially where data is voluminous and patterns subtle."

On the community banking side, he discussed how can use AI for fraud or check detection, as well as screening small business lending.

On the banker side, this has led to bankers increasingly moving away from routine transactions to high emotion, stressful conversations with customers such as fraud events or mortgages. Turner said that due to this shift banks need to make sure employees are well supported to avoid burnout.

Other topics discussed during the podcast included:

• The importance of empathy for the customer and the employee.
• Enabling employees to override AI decisions.
• Using AI to support rather than replace humans.

Listen to the podcast in its entirety above.

It's not easy installing and maintaining an ATM or ITM. It takes a large team to handle the installation, software configuration, security and many other factors. As a result, many financial institutions are outsourcing these tasks to other vendors who provide professional ATM services.

In today's episode of the Bank Customer Experience podcast, Jeshua Buchanan, director of fintech solutions at Cook Solutions Group and Wade Fieber, director of strategic verticals at Cook Solutions Group joined Bradley Cooper, editor of ATM Marketplace, to discuss what professional services entail for banks.

During the podcast, Fieber and Buchanan discussed how professional services can help with both initial and ongoing ATM services including:

• ITM deployment.
• Server migrations.
• Check-imaging solutions.
• Testing software and products.

Fieber and Buchanan also spoke on how Cook Solutions Group provides ongoing marketing support for ATMs through its Professional Services Team, such as crafting digital signage content to be used on the machines.

Check out the full conversation above.

ATM crimes aren't slowing down in intensity. If anything, they are increasing, and banks need to be able to contact law enforcement quickly and have them arrive on the scene fast enough to stop the crime.

However, traditional security systems can cause big problems for ATM and branch security, especially due to false positives.

In some jurisdictions, police departments are requiring video verification to prevent false positives, such as a faulty sensor triggering, an animal or some other issue.

In this episode of the Bank Customer Experience Podcast, Joey Parrillo, director of security solutions at Cook Solutions Group, and Michael Strange, director of technology services at Cook Solutions Group, discuss key benefits of video verification.

Strange pointed out in the podcast, which was moderated by Bradley Cooper, that false positives don't just waste time, they can also waste money.

He said many police departments will hit banks with a $500 fine for the first false positive, with increasing fines for each subsequent infraction such as $750 to $1,000. In addition, these departments will be far less likely to respond to alarms at banks that regularly have false positives.

He also said that many times these false positives are simply caused by employees who unknowingly trip the system. In addition, for smaller community banks or credit unions, they may not have a dedicated team to handle security events, which can cause delayed reactions.

During the podcast, Strange and Parillo share several ways video verification can solve the problem including:

• Having a dedicated team to analyze security footage 24/7.
• Saving money by preventing false positives.
• Using AI to identify common issues such as animals or faulty sensors.
• How CSG's PikoVERIFY solution works.

You can listen to the podcast in its entirety above.

The biggest evergreen issue in the ATM industry is of course security. Criminals are always ready with innovative methods to steal cash from ATMs faster than the industry can put up protective barriers.

This is true of both the ATM hardware and software. In today's episode of the Bank Customer Experience podcast, Bradley Cooper spoke with Kit Patterson, a senior software architecture and security expert at KAL ATM Software to get an overhead view of current theft trends and ways to combat them.

One new method that Patterson discussed was the relay attack. In this attack, one device is compromised is relays card data to another machine, which can be used to steal money from a victim.

"The basic story is they use two machines. They attack two machines in parallel. They wait until a victim puts a card into that victim ATM or ticket machine or anything where a card is being used. They take over that card and they relay information from that card to the cash out machine."

He said that while this attack is difficult to pull off, it can also be challenging to detect and would require monitoring for certain types of unusual activity. For example, the software could detect that the card reader itself would take longer to transmit data in a relay attack than in a normal transaction, which should put up a red flag.

Patterson also said that this relay attack is also taking place with mobile wallet fraud, where attackers are able to steal the victim's mobile wallet and relay that information to another actor who will get the cash from an ATM.

He emphasized that criminals are willing to use as many methods as possible as "they don't follow the rules."

To respond to these threats, Patterson pointed to the importance of holistic efforts and not just viewing security as "ticking boxes."

Check out the full interview above and hear Patteron's thoughts on if AI is ready to transform ATM security.

It's no secret that banks are renegotiating how they manage branches. Many are scaling back the number of branches, but others are also transforming the spaces with technology such as digital signage.

According to research from Markets.US, the digital signage banking market is expected to grow to $9.4 billion by 2034, up from $3.5 billion in 2024. The in-branch segment currently holds 56.8% of the market share as well.

In today's episode of the Bank Customer Experience podcast, Bradley Cooper, editor and podcast host, is joined by Joseph Parrillo, director of security solutions and Scott Smith, VP of strategic solutions at Cook Solutions to discuss how banks are using digital signage today and what makes it a game changer.

For example, banks are using digital signage not just inside the branch but in the drive-thru lane. By replacing legacy signage with a display, they are providing more information to customers and an overall improved banking experience.

This extends to the ATM and ITM screens as well, as Smith discussed how some banks are partnering with local businesses to give out their coupon QR codes to customers on the displays, providing an intriguing marketing opportunity.

Listen to the full podcast discussion above.

Between evolving customer expectations and pressure from other financial providers, community banks have struggled to maintain relevance in recent years.

In today's episode of the Bank Customer Experience Podcast, Bradley Cooper, editor of ATM Marketplace, spoke with Jean-Pierre Lacroix, president of Shikatanai Lacroix Design and Marbue Brown, founder of the Customer Obsession Advantage and a former banker about how community banking is changing

When looking at challenges community banks face, Lacroix spoke about increased competition

"There's a lot more competition today with fintechs and consolidation," he shared in the podcast.

Brown agreed, stating many national banks are encroaching on community banks territory through a variety of activities even sponsoring local events.

"The natural advantage community banks have is being erased," Brown said.

The statement points to the power of community banking in general. Lacroix said one of the primary drivers of growth in banks is being able to provide relevant advice and have a strong local presence, whereas simply providing good products reduces loss.

Brown and Lacroix also discussed a number of topics related to community banking including:

• How are big banks coming into community banking spaces?
• How can employees train using AI?
• How can financial advice be credible?
• What role does community involvement play?
• What does Gen Z want from a branch?
• What role should the teller take?

Listen to the conversation in full above.

Despite the rise of digital payments, checks remain a valid form of payment, especially for businesses and individuals. With mobile deposit and ATM deposits, it's more convenient than ever to deposit a check. However, this brings with it a risk for fraud. In today's episode of the Bank Customer Experience podcast, Bradley Cooper spoke with Scott Fieber, chief strategy officer at Cook Solutions Group and Austin Smith, director of product development at Cook Solutions Group about how to prevent check imaging fraud without harming the customer experience.

In many cases, this topic is a balancing act for banks. They need to provide funds for deposited checks in a reasonable time frame, but they also have to be aware of individuals attempting to commit fraud by withdrawing cash before a check bounces.

During the podcast, Smith and Fieber discussed issues surrounding checks in detail include:

• Are ATMs seeing in an increase in check deposits?
• What are some of the ways people commit check fraud with ATM check deposits?
• How is Cook Solutions Group involved in check imaging?
• How can banks keep up with customer demands for funds availability while still preventing fraud?
• What are ways AI can help?

Keeping ATMs secure from attacks is a never-ending battle. Just when one area of attack is shut off, criminals discover a different vulnerability. One such vulnerability is Man in the Middle attacks, which can be difficult to detect as they imitate a legitimate transaction. In today's episode of the Bank Customer Experience podcast, Bradley Cooper, editor of ATM Marketplace spoke with Levi Daily, chief technology officer at Cook Solutions Group, and Michael Strange, director of technology services at Cook Solutions Group, about how to respond to new ATM security threats like Man in the Middle attacks.

"Criminal organizations and gangs have identified vulnerabilities including weak security protocols and a general lack of awareness around ATMs. As ATMs become more connected and criminal organizations start using more sophisticated tools and techniques, these sorts of attacks will increase," Strange said in an email statement following the podcast.

During this discussion, Strange and Daily gave an in-depth explanation of ATM security topics including:

• What are the most common threats?
• Are there any regions getting hit harder than others?
• How do Man in the Middle attacks work?
• How can a layered defense help prevent these attacks?

You can listen to the podcast in its entirety above.

Despite decreases in bank branch numbers, they have hit a bit of a plateau recently, hovering just shy of 70,000 total in the U.S. In the past several years, there has been a major push to modernize bank branches and turn them into more experiential centers that deliver financial advice rather than simply push transactions.

But how are bank branches doing on that front? How do they score on overall customer experience? This was a topic Bradley Cooper, editor of ATM Marketplace, explored during today's episode of the Bank Customer Experience podcast with Mack Turner, banking expert and consultant at Mack Turner Marketing Consulting and Insights LLC.

During the discussion, Turner covered a number of topics such as:

• Will bank branches see an increase in the near future?
• What are some of the CX issues from 2024 that are carrying over into 2025?
• What's the biggest branch trend?
• How can branches maintain service levels with older customers who are used to traditional banking?
• How can banks empower employees?

Listen to the full podcast episode above.

Cameras are a common and necessary component of ATM and branch security. However, older cameras have issues ranging from poor quality recordings to weak points. In today's episode of the Bank Customer Experience podcast, Bradley Cooper, editor of ATM Marketplace spoke with Joseph Parrillo, leader in the security solutions division, and Cody Anderson, implementations manager at Cook Solutions Group about how smart cameras can transform ATM and bank security.

During the conversation, Parrillo and Anderson addresses a number of issues including:

• What are some of the issues with past camera technology?
• How expensive are smart cameras?
• Do these cameras require a DVR or NVR?
• How can they use AI?
• How does built-in analytics improve security?

You can listen to the conversation in its entirety above.

In an era of increasing ATM thefts and bank initiatives to improve employee and customer experience, it's more important than ever for bank branches to implement safety and security plans. In today's episode of the Bank Customer Experience podcast, Bradley Cooper, podcast host, spoke with Felix Nater, security expert and owner of Nater Associates LTD, about how banks can successfully implement safety plans.

Nater discussed how security is top of mind for branches and other businesses but seldom implemented successfully. This is due in part to employees viewing security as incidental to their jobs, as they are not security experts.

He offered guidance on topics such as:

• What are branches doing right and wrong about branch safety?
• How can banks help customers feel secure when using an outdoor ATM?
• How can banks help employees feel safe?
• How can banks and businesses empower employees on security and safety protocols.
• How can banks reinforce security lessons.
• What about employee conflicts?

Listen to the podcast in its entirety above.

Financial institutions commonly have to deal with multiple vendors even for a single device like an ATM. This can cause significant strain on resources, time and management as banks have to handle all of these vendors at once. In such cases, it may be worth it for banks to consider working with one vendor for a variety of technology needs from ATM installation to security, digital tools and more.

In today's episode of the Bank Customer Experience Summit podcast, Bradley Cooper, editor of ATM Marketplace spoke with Brian Alfano, COO of Oregon Community Credit Union and Scott Fieber, chief strategy officer at Cook Solutions Group to learn more about the pros and cons of moving away from many vendors to one.

During the podcast, the panelists provided expert insights into the following topics:

• What are the biggest problems with managing multiple tech vendors?
• What are the primary advantages of moving to one vendor?
• How can banks strategize to get the best deal?
• What's the cost factor in all of this?
• What solutions does Cook Solutions Group provide?

Listen to the podcast in full above.

From the growth of AI chatbots and tools to branch renovations, banks are dealing with multiple emerging(and older) trends on a daily basis. OneUnited Bank, the largest Black-owned bank, has been at the forefront of digital innovation, including AI tools. In today's episode of the Bank Customer Experience Podcast, Bradley Cooper, editor of ATM Marketplace, spoke with Erin Cohee, VP of user experience and business development at OneUnited Bank to learn more about top banking trends.

During the podcast, Cohee discussed several trends including:

• What's new in branches.
• What's new in digital banking.
• What's new in employee training.
• What role will AI play in banks.

You can listen to the full interview above.

One of the biggest moving targets for banks or any business is customer expectations. They are constantly changing and volving as customers become more used to automated, tailored experiences. How can banks meet these expectations and deliver a good customer experience? Marbue Brown, founder of the Customer Obsession Advantage and veteran banker, discussed what's new in bank CX in today's episode of the Bank Customer Experience Podcast.

Bradley Cooper, editor of ATM Marketplace spoke with Brown live at the Bank Customer Experience Summit held in Charlotte from Sept. 9 to 11, 2024 about a variety of topics including:

• What's the biggest areas banks are investing in for CX in 2024?
• What role does AI really play?
• What role do branches play?
• How can banks meet customer expectations?

You can watch the podcast in full above.

Teller cash recyclers are a modern day necessity in bank branches. Due to the large amount of cash banks handle, they need a reliable method to count it that doesn't rely on bankers manually counting it by hand. Teller cash recyclers automate both counting and sorting for cash. However, newer cash recyclers are also arriving on the market, with improved cassette technology, security features and more. What's on the horizon for TCRs? This was the topic of today's episode of the Bank Customer Experience Podcast, sponsored by Cook Solutions Group.

Bradley Cooper, editor of ATM Marketplace, spoke with Scott Fieber, chief strategy officer at Cook Solutions Group Ryan Loebs, TCR expert about the history of TCRs and trends to look for in the near future.

Topics covered included:

• Costs of newer TCRs.
• How to plan to replace older units.
• Why we are seeing a resurgence in TCRs.
• How to measure ROI.

You can listen to the podcast in its entirety below.

Self-service tools in banking have a long history, going back to the birth of the ATM in the 1960s. Today, there are a variety of self-service banking solutions ranging from video ITMs to chatbots, mobile banking and much more.

In today's episode of the Bank Customer Experience Podcast, Bradley Cooper, editor of ATM Marketplace, spoke with Joe Myers, EVP of global banking at Diebold Nixdorf about the ins and outs of self-service banking solutions and trends.

During the conversation, Myers covered topics ranging from the adoption rates of cash recycling in banks to customer experience trends in more. Some of the topics covered include:

• What are the top ATM features?
• How can banks made video banking work in their market?
• What about security?
• How do ITMs fit in the broader omnichannel banking world?
• How can banks successfully improve the customer experience with self-service?

One of the biggest advances in self-service banking has been the integration of video banking, particularly with ITMs. While initially only serving as video devices, banks have since integrated them with ATMs creating an all inclusive-device that can handle traditional ATM needs along with teller duties.

However, these devices can be a major challenge to deploy and manage, both on the technical level of getting all the equipment setup and training for employees and customers alike. In today's episode of the Bank Customer Experience Summit Podcast, Bradley Cooper, editor of ATM Marketplace spoke with Scott Fieber, chief strategy officer at Cook Solutions Group and Scott Smith, VP of strategic solutions at Cook Solutions Gorup of how banks can successfully deploy and manage ITMs.

During the podcast, Smith and Fieber discussed several factors and strategies surrounding ITMs including:

What are the main reasons financial institutions deploy ITMS?

• What are some unique strategies?
• How can banks make video banking successful?
• What are other key features for ITMs to include other than video?
• What services do Cook Solutions Group provide for ITM strategy?

Content is king. But how should content rule? In order to properly serve customers, banks need a solid content strategy that both retains current customers and brings in new ones. In today's podcast episode, keynote speaker for the 2024 Bank Customer Experience Summit, Regina DeMars, director of content marketing and social media strategy, First National Bank of Omaha shared insights on content strategy.

DeMars led her bank through many changes, including the integration of TikTok and other social media tools. In today's podcast, she covered a variety of topics including:

• How has content strategy changed?
• How can content be converted into action on the customer side?
• What sort of content do you think works best for retaining bank customers?
• What about gaining new customers?
• Can you give us a little preview of what you'll share as a keynote speaker?
• . How has the First National Bank of Omahas content strategy developed over time?

ATM fraud is a continued source of frustration for customers and banks alike. As banks have developed new methods to handle the fraud, criminals invent new tactics ranging from more advanced skimming devices, hacking the software, malware attacks and more. How can banks combat fraud? Bradley Cooper, content director for the Bank Customer Experience Summit discussed that topic in depth in today's podcast episode with Levi Daily, CTO and Michael Strange, director of technology services for Cook Solutions Group.

During the podcast, the panelists provided information on several topics including:

• The history of Cook Solutions Group and their role in ATM security.
• The newer forms of skimming fraud.
• Practical tips banks can take to prevent fraud.
• How to combat social engineering attacks(i.e. glue and tap).
• What Cook Solutions Group offers to prevent ATM fraud.

You can listen to the podcast in its entirety above.

Click here to register for the Bank Customer Experience Summit. Use the code AMCEDIT20 for 20% off checkout.

In recent news, big banks have made major layoffs, with Citi laying off a total of 2,000 employees in the first three months of 2024, with other banks such as PNC Financial and Wells Fargo following suit. But this news presents a challenge, how do banks maintain a good customer experience with reduced staff? Should banks be cutting headcount or training employees more efficiently?

Bradley Cooper, editor of ATM Marketplace discussed bank layoffs in light of CX with Mack Turner, a 30 year veteran of the financial services industry and managing director of Mack Turner Marketing Consulting and Insight LLC during this episode of the Bank Customer Experience Summit Podcast.

Turner discussed a number of key topics during the interview including:

• How do layoffs impact employee morale and customer service?
• How does this news impact smaller regional banks?
• How should banks be looking at branch strategy?
• What role does digital play in smaller banks' strategy?
• How should banks be training employees to deliver impactful CX?

Banks have been rethinking their branch strategies for some time. While some are downsizing their number of branches, others are renovating or constructing brand new branches. These branches need to be fully optimized to meet the needs of a changing audience. The first episode of the Bank Customer Experience Podcast explored the topic of branch renovations. Bradley Cooper, editor of ATM Marketplace, interviewed Jean-Pierre Lacroix, founder and president of design firm Shikatani Lacroix Design to learn more about how banks can discover the secret ingredients of branches to deliver the best return-on-experience for customers.

During the podcast, Lacroix addressed the following topics:

• Why are banks investing in branch renovations?
• What primary areas are they renovating?
• How can they train employees properly to fit these redesigned branches?
• How can these branches improve the customer experience?
• How can managers show ROI from these branch renovations?

Listen to the podcast in full above.