The Customer Effect

Cafes, lockers and more small-business services: What the bank of the future should look like

  • Banks know well they need to evolve their bank branches, but there's a lot of future in front of them and when it's time for another refresh, they could focus more on the small business set
  • Despite current branch enhancements, branches are still transactional centers instead of places to connect emotionally with customers -- the one thing banks lose out on when competing for the customer relationship
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Cafes, lockers and more small-business services: What the bank of the future should look like

 


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Artificial Intelligence, The Customer Effect

How to build a chatbot: Lessons from Bank of America, Klarna, and Lili

  • Everything from the UX, to the scope of a chatbot can impact how meaningful customers find interacting with a digital assistant.
  • While larger companies are able to heavily involve their own product and software development teams in building a chatbot, smaller firms in the industry should keep their focus narrow, find the right partners and ensure they are responding to how customers are engaging with heir chatbot.
Rabab Ahsan | June 04, 2024
Banking, Lending, The Customer Effect

Unpacking the consumer impact of the Capital One and Discover deal

  • The Capital One-Discover deal may be driven by the complementary attributes of their customers, potentially leading to changes in product offerings and services to better serve consumers.
  • The combined entity could introduce a rewards based debit card as well as relaunch Discover's credit cards for SMBs. Beyond products however it is unlikely that the UX will change dramatically.
Rabab Ahsan | May 14, 2024
Podcasts, The Customer Effect

‘Having a relationship with that next generation is good for banks’ immediate bottom lines’: Greenlight’s Matt Wolf

  • Banks struggle with providing the type of financial education and familiarity younger customers say they want.
  • Greenlight's Matt Wolf joined Tearsheet on stage at our Gen Z Symposium in NYC to discuss how FIs can better serve this younger demographic.
Rabab Ahsan | April 01, 2024
The Customer Effect

US consumer optimism (finally) moves the dial on spending habits but high earners are an outlier to this shift

  • With macroeconomic conditions showing signs of improvement, consumers are re-evaluating and adjusting their spending habits following a challenging period.
  • However, consumers earning above $100,000 annually are facing their own financial hurdles, with nearly half (48%) living paycheck-to-paycheck as of January.
Sara Khairi | March 07, 2024
The Customer Effect

The great Gen Z + financial services podcast recap

  • We had some great people join us to talk about Gen Z and financial services on the Tearsheet podcast over the past few months.
  • Now we are rewinding the tape to explore what leaders from Capital One, Bank of America, Greenlight, Klarna, and more had to say on the topic.
Rabab Ahsan | January 17, 2024
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