President, William Mills Agency
I invest a lot of time connecting to people and organizations that shape the U.S. financial industry and actively serve the board of AFT, TAG Fintech and support banking and payment associations.
- Posted on: 04/13/2021‘Like sneaker culture’: Are gimmicky debit cards overplayed or a smart business decision?
I'm inclined to believe the gimmicky card trend is a good thing -- examples in this piece referenced supporting charities and some real creativity in card design. I had a vertical designed card a few years back and thought, "Wow, that's a little different." If you are offering cards, don't you want a little "wow" every now and then? If so, why can't card issuers have 50 or 100 cards to choose from?
- Posted on: 07/09/2020As the effects of COVID-19 continue to rise in the U.S., so does the use of contactless payments
You know what would really accelerate contactless payments in the U.S.? A consistent point of sale experience. Seemingly every terminal has a "right place" to tap, you can't easily tell if you can tap and people behind the counter are under trained on process.
- Posted on: 06/29/2020Far from changing banking, chatbots aren’t keeping up with call volumes in the COVID-19 era
Covid-19 is the ultimate stress test of systems, processes and people. Digital customer service will eventually transition from resolving issues/answering questions to improving the engagement with customers. For example, we will use these technologies to improve the account opening and loan application processes in real time, not after the fact. On a related front to PPP loans, we've seen spikes in activity due to forbearance requests and mortgage refi's. At some point, we need to take the mindset that incremental improvement is not a friend to digital transformation.