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Securing data is really, really hard

In case you ever become sanguine about your bank's technical expertise in combating identity theft, fraud, cyberattacks, and other forms of information security concerns, one need only check out the list of briefings and workshops offered at the annual Black Hat conference www.blackhat.com which recently was held in Las Vegas.

CRM: It's a tool, not a magic lamp

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.

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