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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 after-call work takes six. Multiply that imbalance across hundreds of calls and you quickly...
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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
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
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
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
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
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....
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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
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...
1 min read
Dr. Art Harper: 9/4/25 2:21 PM
"Fair Banking for All" is a strategic principle focused on ensuring equitable, inclusive, and transparent access to financial services. For credit...
