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Making Sense of it All

Bank tech trends can make your head spin. So each week longtime Tech Topics Editor John Ginovsky does his best to “make sense of it all.”

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…
For some reason, the topic of innovation as a business practice popped up several times this past week.
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.
Shields are down! Hull breach imminent! Take evasive action!
In the banking industry there's a distinct sense that nothing ever goes away.
Slowly but surely the term "in-memory computing" is entering the consciousness of bank CIOs, CEOs, and boards.
For a while it seemed like all the hoopla over digital wallets had died down, and no wonder-most people scratched their heads over how to make money out of them. However, several analysts have taken another…
The use of cloud computing in banking rumbles ahead, albeit somewhat overshadowed by flashier news of other technologies, such as mobile payments, Big Data, customer relationship management, and others.
Something that the Executive Board said recently-and mentioned here as well-resonated enough to take a second look. To recap, they put it in the context of: "With rising costs and still-sluggish lending growth, the consumer banking…
Yet another acronym is making the rounds; this one, CEM, or customer experience management, roughly combines the adage "the customer is always right" with the latest techno-scheme of "predictive analytics."

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