The Bank Customer Experience Podcast offers a view into the hot topics affecting the banking world.
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The era of the lone criminal targeting an ATM has ended. Now, organized criminals work together to figure out vulnerabilities and target ATMs. One of their primary techniques in 2026 is man-in-the-middle attacks, which intercept communications between the host and processor to send out fraudulent transactions. In today's episode of the Bank Customer Experience podcast, host Bradley Cooper spoke…
Independent ATM Deployers are a critical part of the ATM ecosystem. These front-line businesses provide access to cash in areas deemed too risky by financial institutions. The market for IADs has changed significantly in recent years, both in negative and positive ways, such as declining cash usage, rising AI tools and advanced ATM features. In today's episode of the Bank Customer Experience…
How many FIs have a relatively high efficiency ratio? In other words, how much do they have to spend to make $1? Scott Fieber, chief strategy officer, said he was shocked to find out that "over 12 % of all institutions in the United States are over 90%." This means that these FIs had to spend more than 90 cents to make $1. Fieber and Scott Smith, chief strategy officer at Cook Solutions Group,…
When many banks were scoffing at the idea of online accounts, First Internet Bank was embracing the internet head on. Founded in 1999 as a branchless financial institution by CEO and chairman David B. Becker, the bank struggled through the early days of dial-up, but also maintained its vision. In today's episode of the Bank Customer Experience podcast, Becker joined Bradley Cooper, editor of ATM…
How many customers can tell you the difference between two banks? The fact banks often do not clearly differentiate themselves leaves them vulnerable to competition, especially from neo-banks. Banks have opportunities to differentiate themselves through technology, optimized branches and other services. By doing so, they can also increase their revenue in a shrinking market. Bradley Cooper, editor…
It's no surprise the average American is stressed about finances. In fact, anywhere from 71% to 80% of Americans have reported money as being a primary stresser in their life. Banks haven't always been the best at handling or helping customers through this stress. But with AI tools, that may be changing. In today's episode of the Bank Customer Experience podcast, Erin Cohee, VP of user experience…
The Bank Customer Experience Podcast is kicking off 2026 with an episode on new ATM fraud methods and how to prevent them. Podcast host Bradley Cooper spoke with Michael Strange, director of technology services, Cook Solutions Group and Alyssa Luecke, fintech solutions consultant, Cook Solutions Group on this evergreen topic, as criminal groups never stop innovating when it comes to breaking into…
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…
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…
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…