White Papers
November 23, 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...
November 9, 2020Among the greatest challenges faced by banks, broker-dealers and other financial services firms is the ability to readily identify potential risk among the firm's employee and registered population, before it causes reputational harm. RegEd is pleased to share the following report, authored by Neil Katkov, PhD, Head of Risk and Compliance at Celent, which provides an overview of the current...
October 29, 2020Many financial institutions (FIs) are considering artificial intelligence (AI) beyond the abstract and are discovering the practical and profitable use cases for emerging cognitive technologies. As AI becomes demystified and valuable use cases emerge, FIs are coming around to the idea of adopting these technologies across a wide range of key business functions. But what does it look like to...
October 29, 2020Are you using customer feedback to its full extent? A recent study by Huntswood found only 26% of customers are satisfied with their complaints and customer service experience. Utilization of an organization’s customer feedback is imperative for businesses to understand and improve their customer experience. It costs up to 10 times as much to attract a new customer as it does to retain one. Yet,...
October 27, 2020The crisis stemming from the Covid-19 pandemic has created significant volatility and uncertainty in the real estate market. At least 30% of Americans with home loans — about 15 million households — could stop paying if the U.S. economy remains closed through the summer of 2020 and beyond. To effectively mitigate this risk, lenders should proactively evaluate processes and technology and...
October 20, 2020Recently there has been a shift in the first mortgage market – lenders are holding more mortgage loans on the books. This trend, mainly driven by the current rate environment, has lenders seeking more cost-effective options for valuation of residential property loans. This whitepaper outlines the benefit of hybrid appraisals (also known as bifurcated appraisals) for first mortgage transactions...
Digital Innovation & Mobile Banking, Marketing, Communications & Consumer Experience, Talent & Workforce ManagementOctober 20, 2020Digital platform conversions are high-impact change events that pose short-term challenges with long-term consequences. When thrust into new processes, private wealth, small business and commercial clients may be slow to adopt the new system, fail to fully use the technology or use it incorrectly. When managed effectively – by putting the customer experience at the center of the conversion...
October 19, 2020Work environments and job functions are rapidly changing as the financial services industry learns more about working differently under COVID-19. With the demand for digital services skyrocketing, physical offices aren't as necessary as they once were. Having a strategy for your business sites is critical to efficiencies and resources. Decisions on which sites to keep and which sites to exit are...
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...
