Our industry is obsessed with "relationship banking." Well, I have a confession to make: I am an un-bundler. At this moment, I have "relationships" with 14 financial service providers. And I share with everyone around me a common indifference to the notion of a "total financial solutions provider." From an industry standpoint, this concerns me because banks are pinning the industry's future on the expected success of relationship banking. [Read more]
As banks make more extensive use of IVR units and/or call centers, I think you could make good use of the lessons I learned from my recent experience with a telecommunications services provider. [Read more]