Bank Customer Experience

Despite the rise of digital payments, checks remain a valid form of payment, especially for businesses and individuals. With mobile deposit and ATM deposits, it's more convenient than ever to deposit a check. However, this brings with it a risk for fraud. In today's episode of the Bank Customer Experience podcast, Bradley Cooper spoke with Scott Fieber, chief strategy officer at Cook Solutions Group and Austin Smith, director of product development at Cook Solutions Group about how to prevent check imaging fraud without harming the customer experience.In many cases, this topic is a balancing act for banks. They need to provide funds for deposited checks in a reasonable time frame, but they also have to be aware of individuals attempting to commit fraud by withdrawing cash before a check bounces.During the podcast, Smith and Fieber discussed issues surrounding checks in detail include:Are ATMs seeing in an increase in check deposits?What are some of the ways people commit check fraud with ATM check deposits?How is Cook Solutions Group involved in check imaging?How can banks keep up with customer demands for funds availability while still preventing fraud?What are ways AI can help?

Keeping ATMs secure from attacks is a never-ending battle. Just when one area of attack is shut off, criminals discover a different vulnerability. One such vulnerability is Man in the Middle attacks, which can be difficult to detect as they imitate a legitimate transaction. In today's episode of the Bank Customer Experience podcast, Bradley Cooper, editor of ATM Marketplace spoke with Levi Daily, chief technology officer at Cook Solutions Group, and Michael Strange, director of technology services at Cook Solutions Group, about how to respond to new ATM security threats like Man in the Middle attacks."Criminal organizations and gangs have identified vulnerabilities including weak security protocols and a general lack of awareness around ATMs. As ATMs become more connected and criminal organizations start using more sophisticated tools and techniques, these sorts of attacks will increase," Strange said in an email statement following the podcast.During this discussion, Strange and Daily gave an in-depth explanation of ATM security topics including:What are the most common threats?Are there any regions getting hit harder than others?How do Man in the Middle attacks work?How can a layered defense help prevent these attacks?You can listen to the podcast in its entirety above.

Despite decreases in bank branch numbers, they have hit a bit of a plateau recently, hovering just shy of 70,000 total in the U.S. In the past several years, there has been a major push to modernize bank branches and turn them into more experiential centers that deliver financial advice rather than simply push transactions.But how are bank branches doing on that front? How do they score on overall customer experience? This was a topic Bradley Cooper, editor of ATM Marketplace, explored during today's episode of the Bank Customer Experience podcast with Mack Turner, banking expert and consultant at Mack Turner Marketing Consulting and Insights LLC.During the discussion, Turner covered a number of topics such as:Will bank branches see an increase in the near future?What are some of the CX issues from 2024 that are carrying over into 2025?What's the biggest branch trend?How can branches maintain service levels with older customers who are used to traditional banking?How can banks empower employees?Listen to the full podcast episode above.

Cameras are a common and necessary component of ATM and branch security. However, older cameras have issues ranging from poor quality recordings to weak points. In today's episode of the Bank Customer Experience podcast, Bradley Cooper, editor of ATM Marketplace spoke with Joseph Parrillo, leader in the security solutions division, and Cody Anderson, implementations manager at Cook Solutions Group about how smart cameras can transform ATM and bank security.During the conversation, Parrillo and Anderson addresses a number of issues including:What are some of the issues with past camera technology?How expensive are smart cameras?Do these cameras require a DVR or NVR?How can they use AI?How does built-in analytics improve security?You can listen to the conversation in its entirety above.

In an era of increasing ATM thefts and bank initiatives to improve employee and customer experience, it's more important than ever for bank branches to implement safety and security plans. In today's episode of the Bank Customer Experience podcast, Bradley Cooper, podcast host, spoke with Felix Nater, security expert and owner of Nater Associates LTD, about how banks can successfully implement safety plans.Nater discussed how security is top of mind for branches and other businesses but seldom implemented successfully. This is due in part to employees viewing security as incidental to their jobs, as they are not security experts.He offered guidance on topics such as:What are branches doing right and wrong about branch safety?How can banks help customers feel secure when using an outdoor ATM?How can banks help employees feel safe?How can banks and businesses empower employees on security and safety protocols.How can banks reinforce security lessons.What about employee conflicts?Listen to the podcast in its entirety above.

Financial institutions commonly have to deal with multiple vendors even for a single device like an ATM. This can cause significant strain on resources, time and management as banks have to handle all of these vendors at once. In such cases, it may be worth it for banks to consider working with one vendor for a variety of technology needs from ATM installation to security, digital tools and more.In today's episode of the Bank Customer Experience Summit podcast, Bradley Cooper, editor of ATM Marketplace spoke with Brian Alfano, COO of Oregon Community Credit Union and Scott Fieber, chief strategy officer at Cook Solutions Group to learn more about the pros and cons of moving away from many vendors to one.During the podcast, the panelists provided expert insights into the following topics:What are the biggest problems with managing multiple tech vendors?What are the primary advantages of moving to one vendor?How can banks strategize to get the best deal?What's the cost factor in all of this?What solutions does Cook Solutions Group provide?Listen to the podcast in full above.

From the growth of AI chatbots and tools to branch renovations, banks are dealing with multiple emerging(and older) trends on a daily basis. OneUnited Bank, the largest Black-owned bank, has been at the forefront of digital innovation, including AI tools. In today's episode of the Bank Customer Experience Podcast, Bradley Cooper, editor of ATM Marketplace, spoke with Erin Cohee, VP of user experience and business development at OneUnited Bank to learn more about top banking trends.During the podcast, Cohee discussed several trends including:What's new in branches.What's new in digital banking.What's new in employee training.What role will AI play in banks.You can listen to the full interview above.

One of the biggest moving targets for banks or any business is customer expectations. They are constantly changing and volving as customers become more used to automated, tailored experiences. How can banks meet these expectations and deliver a good customer experience? Marbue Brown, founder of the Customer Obsession Advantage and veteran banker, discussed what's new in bank CX in today's episode of the Bank Customer Experience Podcast.Bradley Cooper, editor of ATM Marketplace spoke with Brown live at the Bank Customer Experience Summit held in Charlotte from Sept. 9 to 11, 2024 about a variety of topics including:What's the biggest areas banks are investing in for CX in 2024?What role does AI really play?What role do branches play?How can banks meet customer expectations?You can watch the podcast in full above.

Teller cash recyclers are a modern day necessity in bank branches. Due to the large amount of cash banks handle, they need a reliable method to count it that doesn't rely on bankers manually counting it by hand. Teller cash recyclers automate both counting and sorting for cash. However, newer cash recyclers are also arriving on the market, with improved cassette technology, security features and more. What's on the horizon for TCRs? This was the topic of today's episode of the Bank Customer Experience Podcast, sponsored by Cook Solutions Group.Bradley Cooper, editor of ATM Marketplace, spoke with Scott Fieber, chief strategy officer at Cook Solutions Group Ryan Loebs, TCR expert about the history of TCRs and trends to look for in the near future.Topics covered included:Costs of newer TCRs.How to plan to replace older units.Why we are seeing a resurgence in TCRs.How to measure ROI.You can listen to the podcast in its entirety below.

Self-service tools in banking have a long history, going back to the birth of the ATM in the 1960s. Today, there are a variety of self-service banking solutions ranging from video ITMs to chatbots, mobile banking and much more.In today's episode of the Bank Customer Experience Podcast, Bradley Cooper, editor of ATM Marketplace, spoke with Joe Myers, EVP of global banking at Diebold Nixdorf about the ins and outs of self-service banking solutions and trends.During the conversation, Myers covered topics ranging from the adoption rates of cash recycling in banks to customer experience trends in more. Some of the topics covered include:What are the top ATM features?How can banks made video banking work in their market?What about security?How do ITMs fit in the broader omnichannel banking world?How can banks successfully improve the customer experience with self-service?