White Papers
October 6, 2020Regulators, such as FINRA, the Office of the Comptroller of the Currency (OCC), and the Consumer Financial Protection Bureau (CFPB), expect banks and other financial services firms to manage existing risks at every level—and to be equally prepared to detect and control new and emerging risks. Poor fraud detection and unethical sales practices in the branch network create high-risk situations and...
September 9, 2020This whitepaper from Delvinia and Phase 5 is based on a joint study that identified and measured the critical factors that drive loyalty by surveying small business owners (SBOs) about their perceptions of their bank when it comes to innovation, user experience (UX), customer experience (CX) and customer centricity. This was an online survey of 650 small business owners in Canada and the United...
September 7, 2020Prompted by consumer demand and the coronavirus, banks are increasing their investment in digital banking options like never before. Banks must be sure that the security measures they adopt don’t add friction and actually help foster the streamlined, effortless, and efficient experience expected from the online sphere. In this guide, you’ll discover: Challenges and opportunities for secure...
August 25, 2020As coronavirus restrictions are being lifted across the country, banking executives are laser-focused on transitioning back to regular branch service. Questions such as when to fully reopen and what safety measures should be put in place are common topics of discussion. But before we rush to bring customers back to branches, we should take a step back and ask ourselves: Do customers even want to...
August 24, 2020With more people working from home—on new devices, browsers and IP addresses—the customers you thought you knew are becoming almost unrecognizable in the digital space. At a time when delivering a trusted cross-channel brand experience is key, how confident are you that you can actually connect with each person online today? In this webinar presented by The Financial Brand, our experts discuss...
August 4, 2020Credit bureau and collections complaints once again lead all other consumer complaint types, according to the CFPB. Don’t expect these trends to take the backseat any time soon - there are growing concerns about the impact of missed payments and increased collections efforts during and after the pandemic. Complaints are likely to increase, so now’s a good time to pressure test your complaints...
Digital Innovation & Mobile Banking, Deposits & Payments, Fair & Responsible Banking, Marketing, Communications & Consumer ExperienceAugust 4, 2020With more competition and shorter customer attention spans than at any time in history, speedy, frictionless bank transactions are the key to maintaining customers’ loyalty. Next-generation eSignature solutions are an essential weapon in the customer lifecycle, especially when combined with other customer-facing, mobile-first solutions. In this eBook, you’ll discover how to easily harness the...
Digital Innovation & Mobile Banking, Deposits & Payments, Marketing, Communications & Consumer ExperienceJuly 28, 2020This year, focus your collections investments on a digital future. Over the years, we have seen time and money well spent on the evolution of collections organizations to better serve customers. With the breakout of the coronavirus pandemic, the bar has been raised again and customer behaviors are driving the need for increased digital performance. Through our 20 years of experience, we have...
July 22, 2020We’ve all heard it before: the coronavirus pandemic has created an economic disruption on a scale like no other. In real time, we are experiencing the next big economic downturn. For many Americans, income has been shorted while payments continue to pile up. What are your debt collections plans for the 11% of Americans who have recently lost their jobs and may need assistance to prevent default...
July 21, 2020A number of well-publicized scandals in recent years have brought risky marketing and advertising practices to the forefront of investor consciousness and regulator focus. These risks are likely to be exacerbated as the fallout from the COVID-19 pandemic continues. For banks to protect their reputation and serve the best interest of their customers, they must mitigate practices that fail to serve...
