How Umpqua Bank answered the question, 'What business are we in?'

by Suzanne Cluckey — Owner, Suzanne Cluckey Communications

At last week's Bank Customer Experience Summit in Chicago, Brian Read explained why Umpqua's answer wasn't the obvious one.

Bankers get straight talk — and surprising insights — from millennials

by Will Hernandez — Editor, NetWorld Media Group

A panel at the Bank Customer Experience Summit brought together college students from the University of Chicago to share their opinions on banks, payments and…

Fintech trust starts with the customer experience

Trust is hard to build and easy to lose, so it's critical to prioritize customer experience and brand leadership right from the beginning.

'Tiptoeing' into branch transformation

New Mexico-based Pioneer Bank believes it has found the best way to reduce operating costs while enhancing customer service.

The dumb thing about smart cards: EMV’s identity problem at the ATM

Replacing a dumb card with a smart card doesn't solve the problem of knowing the cardholder's identity. Only with identity authentication can EMV provide a…

PNC Bank and the ABCs of enabling users of EMV-enabled ATMs — Part 2

by Suzanne Cluckey — Owner, Suzanne Cluckey Communications

In the second part of our inside look at a successful EMV implementation, PNC Bank shares its formula for ensuring that the bank's 6 million customers will be…

PNC Bank and the long drive to EMV-enabled ATMs — Part 1

by Suzanne Cluckey — Owner, Suzanne Cluckey Communications

The bank's 9,000-ATM fleet will be entirely EMV-enabled this month. In a two-part series, we'll look first at the internal aspects of migration — hardware and…

Moving the immovable: 3 ways to migrate merchant ATMs to EMV

As a group, small merchants have been frustratingly obstinate about upgrading their ATMs for chip card transactions. But there are several ways to get them…

The ATM Marketplace August Top 5

by Suzanne Cluckey — Owner, Suzanne Cluckey Communications

For the ATM industry, the only thing hotter than the weather in August was news about the finalized business combination between Wincor Nixdorf and Diebold …

Why the ATM belongs at the forefront of the digital revolution

Today's ATM is the foundation of the self-service digital revolution and an essential complement to mobile banking, says commentator Bill Knoll.

Ripper ATM malware and the 12M baht jackpot

Cybersecurity company FireEye dissects Ripper, a potentially new ATM malware variant used last weekend by thieves who stole nearly $350,000 from ATMs in…

Getting customers to love your bank — and its mobile wallet

The mobile wallet is shaping up to be a powerful customer interface. Value-added services are a golden opportunity for an FI to show that it's truly on the…

Cheap ATM parts, expensive ATM headaches

Can you really afford the hidden costs of cheap parts?

New guide brings order to teeming mobile wallets market

by Suzanne Cluckey — Owner, Suzanne Cluckey Communications

For fintech followers keeping an eye on alternative payments, the 2016 Mobile Payments Today guide organizes scores of mobile wallets into an easy-to-compare…

The digital banking experience: 7 ways to put the customer front and center

Functionality alone no longer gets the job done; engagement is where loyalty is truly gained. Guest commentator Mark Kilpatrick offers suggestions for gaining…

US and UK consumers embrace contactless transactions

The fact that contactless use is rising might not come as a shock, but the rate of growth might surprise you: Last year, consumers spent $10 billion using…

Webinar unveils annual trends report for ATM and self-service software

by Suzanne Cluckey — Owner, Suzanne Cluckey Communications

During the event, KAL and ATM Marketplace surfed highlights of the 2016 ATM and Self-service Software Trends Guide, including new trends — and trends that…

Stars aligned: 4 reasons why cash could grow

Though its growth has stalled at 1–2 percent per year and rumors of its death persist, the stars may be aligned for a near-term explosion in demand for cash.

ATM Marketplace: July's best reads

by Suzanne Cluckey — Owner, Suzanne Cluckey Communications

August is here and the rest of the world seems to be away on summer vacation — which makes it a great time to catch up on some reader favorites you might have…

The whys and hows of proactive ATM maintenance

Reactive maintenance — too often the default — deals with problems only after they occur. Proactive ATM maintenance, on the other hand, focuses on identifying…