Lessons from headlines of the Chase Whale and the IRS egg

Customer relationship management, and its cousin customer experience management, are not new. Back when in-person transactions dominated the average customer experience, banks spent fortunes on ornate marble lobbies, columned fortresses of buildings, and mighty vaults of gleaming steel, in large part to convey to the customer the bank's integrity, solidity, and trustworthiness.

Let's look beyond the JP Morgan Chase affair--what's really important?

Recently I attended an event at a local college where Bill Gates was the featured speaker. It was essentially an informal event where Bill did not deliver a speech as much as he made himself available to answer questions

SAR Activity Review: a feedback mechanism that we don't appreciate

Several critical tools make this ticklish task easier

For some reason, the topic of innovation as a business practice popped up several times this past week.

Controls and oversight keep the bank's eyes on the compass

Often when they are discussed, mobile banking and mobile payments exist independent of each other, as if they are developing in their own silos and are seemingly unrelated in all but the most indirect ways.

Tactile-based technology, or in other words the touch screen interface, has become the de facto standard for computing devices and we didn't even see it coming.