3 min read
Digital Bank Brands: Deposit Growth Engines or Paper Tigers?
Joe Dugan: 10/24/25 10:44 AM
The Spark That Started It All
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Joe Dugan: 10/24/25 10:44 AM
1 min read
When Handle Time Hurts: The Hidden Risk in Call Center Engagement
Fabio Biasella: 10/17/25 11:49 AM
A member or customer calls with a question about their account. They wait one minute to speak with a person. The conversation takes five minutes. The...
1 min read
AI Agents Just Got a Wallet: What That Means for Banks and Credit Unions
James White: 10/10/25 11:21 AM
Google, Mastercard, PayPal, American Express, and Coinbase quietly changed the script last week. They rolled out theAgent Payments Protocol, which...
3 min read
From Integrity to Innovation: 9 Timeless Leadership Lessons
Virginia Heyburn: 10/7/25 1:42 PM
These timeless lessons surfaced from a podcast discussion with John Cassidy, former CEO of Sierra Central Credit Union, Cathy Pace, former CEO of...
2 min read
How the Histories of Sears and Amazon Can Inform the Future of Financial Institutions
Joe Dugan: 10/2/25 1:24 PM
At one time, Sears was unstoppable. Its name stood alongside America’s industrial greats. It built the tallest building in the world. It sold...
2 min read
Why Should a Financial Institution Consider Selling or Partnering with Third Parties on their Credit Card Program?
Dr. Art Harper: 10/1/25 2:25 PM
When we see organizations making promises about buying or sharing your credit card portfolio, we need to understand all aspects of the decision.
1 min read
Two Economies, One Balance Sheet: Why Banks Must Serve Both the Haves and the Have Less
Fabio Biasella: 9/25/25 11:34 AM
Consumer sentiment is drifting south again. The University of Michigan’s index fell six percent in August and sits nearly fourteen percent below last...
2 min read
From Data Chaos to Clarity: How AI Makes CRM Worth Driving
James White: 9/23/25 3:10 PM
Banks and credit unions have spent decades piling up customer and member data across cores, lending systems, digital platforms, and call centers....
2 min read
AI and Gen AI for Identifying Fraud for Credit and Debit Cards
Dr. Art Harper: 9/17/25 1:39 PM
Fraud is evolving as quickly as the payments landscape itself, and credit and debit cards remain a prime target. For banks and credit unions, staying...
3 min read
Organizational Efficiency in Banking is Not About Downsizing, it’s About Alignment.
Joe Dugan: 9/11/25 2:39 PM
After 30 years in this industry, I’ve seen “efficiency” become synonymous with downsizing. Since the early ’90s, when efficiency was only considered...