Bank Customer Experience

High Performance Media and Events

The Bank Customer Experience Podcast offers a view into the hot topics affecting the banking world.

  1. 5D AGO

    How banks, credit unions can reduce efficiency ratios

    How many FIs have a relatively high efficiency ratio? In other words, how much do they have to spend to make $1? Scott Fieber, chief strategy officer, said he was shocked to find out that "over 12 % of all institutions in the United States are over 90%." This means that these FIs had to spend more than 90 cents to make $1. Fieber and Scott Smith, chief strategy officer at Cook Solutions Group, joined Bradley Cooper, editor of ATM Marketplace, to discuss this issue and how banks can reduce their ratios in this episode of the Bank Customer Experience Podcast. Fieber and Smith emphasized the importance of starting small with this issue, as even reducing ratios by 2% could make a big difference to one's bottom line. That money saved can then be used for strategic initiatives. "Instead of spending that money on inefficient practices and doubling down on bad purchases and bad protocols, now we've got some money. Let's free it up to do the fun stuff," Fieber said. One way to improve this ratio, according to Smith and Fieber, is to take a look at one's vendor relationships and ask basic questions such as: Are we experiencing vendor creep?Are multiple departments using different vendors, where we could use one?Is there a vendor we could partner with to handle multiple aspects of our business?When asked how FIs can begin addressing efficiency ratios, Fieber pointed to hosting a strategic workshop where banks can gain some "nuggets" that could start some ideas. "Why is a strategic workshop so important? It's important for the FI individually, but it's also important for the FI to involve their partners so that they understand the strategic layout of what their partners are doing too. Hey, what's on your roadmap? Does it align with ours? I think those are all conversations that sometimes get overlooked that are very, very valuable," Smith said. Cook Solutions Group created a guide called A Strategic Guide for Banking Executives: 10 Questions for Banking Executives, which FIs can use during these workshops to jumpstart conversation. Fieber said the guide can "at least get you started if you're kind of stuck on a home plate, not sure where to go." Listen to the entire conversation above. Click here to download Cook Solutions Group's free guide.

    32 min

  2. APR 10

    First Internet Bank CEO shares early digital adopter insights

    When many banks were scoffing at the idea of online accounts, First Internet Bank was embracing the internet head on. Founded in 1999 as a branchless financial institution by CEO and chairman David B. Becker, the bank struggled through the early days of dial-up, but also maintained its vision. In today's episode of the Bank Customer Experience podcast, Becker joined Bradley Cooper, editor of ATM Marketplace, to discuss the history of the bank and where it's headed in the age of AI. Becker said the bank has often been criticized for not having the advantages of a branch, such as being able to go in and talk to a dedicated banker. However, First Internet Bank integrated a chat feature to allow customers to select a banker by name as their main point of contact. This reflects the bank's vision of still embracing technology without neglecting the human element. He said this is the same principle as AI, as First Internet Bank uses AI, but remains dedicated to employees improving their work through AI, rather than replacing humans with AI agents. During the discussion, Becker provided insights into several topics including: The founding of First Internet Bank.How it handled early internet pain points.The pros and cons of being branches.AI innovations.How fintech is evolving.Listen to the full discussion above.

    17 min

  3. MAR 13

    How banks can differentiate themselves

    How many customers can tell you the difference between two banks? The fact banks often do not clearly differentiate themselves leaves them vulnerable to competition, especially from neo-banks. Banks have opportunities to differentiate themselves through technology, optimized branches and other services. By doing so, they can also increase their revenue in a shrinking market. Bradley Cooper, editor of ATM Marketplace, spoke with Kaitlyn Bridgers-Petrie, strategic solutions manager at Cook Solutions Group and Scott Fieber, chief strategy officer at Cook Solutions Group, to discuss bank differentiation and revenue growth opportunities in today's episode of the Bank Customer Experience podcast. Fieber said during the podcast that those of us involved in the banking world can take for granted that customers don't have much knowledge of key banking differentiators. For example, how many customers "know the difference between a credit union and a bank?" Many couldn't tell you. As a result, banks need to have "clearer differentiators that customers can clearly communicate," whether that's ITM access, convenient branch locations or great customer service. During the podcast, Fiber and Bridgers-Petrie discussed the following topics: Alternative tactics to boost deposits.Technology to increase revenue.What's your risk tolerance for branch expansions?How to reduce efficiency ratios.How to avoid vendor creep.Listen to the podcast in its entirety above.

    23 min

  4. FEB 13

    How AI can reduce financial stress

    It's no surprise the average American is stressed about finances. In fact, anywhere from 71% to 80% of Americans have reported money as being a primary stresser in their life. Banks haven't always been the best at handling or helping customers through this stress. But with AI tools, that may be changing. In today's episode of the Bank Customer Experience podcast, Erin Cohee, VP of user experience and business development at OneUnited Bank, discusses financial stressors and how AI is transforming money management to help customers handle that stress. OneUnited Bank has had a history of providing financial services to low and moderate income communities in Compton, Liberty City, Florida and other places. The bank is continuing to do this through tools that provide personalized financial tips and guidance. During the podcast, Cohee addresses a number of topics including: What are some of the big financial stressors of consumers today?How have traditional banks been addressing those concerns?Before AI what sort of money management tools were available? What were some of their shortcomings?How is AI changing money management?What sort of tools are out there?How is OneUnited tapping into AI for money management tools?How is it maintaining the personal touch as well while using AI?Listen to the podcast in its entirety above.

    21 min

  5. JAN 9

    Preventing new ATM fraud methods in 2026

    The Bank Customer Experience Podcast is kicking off 2026 with an episode on new ATM fraud methods and how to prevent them. Podcast host Bradley Cooper spoke with Michael Strange, director of technology services, Cook Solutions Group and Alyssa Luecke, fintech solutions consultant, Cook Solutions Group on this evergreen topic, as criminal groups never stop innovating when it comes to breaking into ATMs. Strange said that the biggest method we are seeing is a resurgence of jackpotting attacks that is being driven in part by "complacency" on the part of financial institutions. In some cases, the criminal groups are still using decades old techniques, while others are taking advantage of vulnerabilities with PCI ports. Some financial institutions have responded to these threats through various gadgets such as alarms. However, Strange pointed out that many times there aren't any procedures in place on how to handle security events. For example, someone might take the top hat off the ATM, which activates the alarm, then they replace it. The financial institution will consider it a false alarm and ignore it when the criminal comes back again to actually finish the jackpotting attack. To address these issues, Strange and Luecke emphasized the importance of overlapping security measures from object detection on cameras to alarms and encryption and more. Strange and Luecke also discussed: How Cook Solutions Group is working with the U.S. Secret Service.The best security practices for banks.The strangest ATM attacks of 2025.What banks can expect in 2026.Listen to the podcast in its entirety above.

    21 min

  6. 12/12/2025

    Navigating bank customer experience pain points

    Banks today have a great number of customer experience pain points. There's the trust factor to consider, on whether customers feel their bank actually care about them and their financial struggles. But there's also the fact that customers expect a seamless experience across multiple channels, whether that's in the branch, mobile or at the branch. In today's episode of the Bank Customer Experience podcast, Brian McEvoy, chief retail banking officer at Webster Five, joined Bradley Cooper to discuss how banks can navigate these customer pain points. He said during the podcast that "people process technology in unison." In other words, the various platforms have to work together. It's not enough to have a fancy mobile app that doesn't integrate well with your other bank platforms or doesn't integrate with third party apps. McEvoy added that the hardest part for banks is: "How do you make a frictionless experience for the customer?" This is a particularly big problem as customers have far less patience for any frustration in the experience. "If there's any pain point in the experience, our tolerance and patience is less than it used to be." So how do banks address this? McEvoy pointed to a few important elements: Refocus branches to have a custom experience for guests.Use AI to automate simpler tasks.Use a mobile-first strategy to ensure all your bank's features are accessible.During the discussion, McEvoy addressed several subtopics such as: Identifying pain points.Making a good branch experience.Keeping the personal touch while also using AI.Listen to the full discussion above.

    22 min

  7. 11/14/2025

    Finding the balance between AI, personal touch in banking

    Banks are embracing AI for several different purposes. Some are using it for fraud detection, loan origination and handling basic customer interactions. While big banks have a great deal of resources for AI, community banks can also take advantage of AI tools; however, there's a danger here that banks will over-rely on AI, or not give bankers the ability to override AI decisions and in turn lose that personal touch. Mack Turner, marketing and insights analyst at Mack Turner Marketing Consulting and Insights LLC joined Bradley Cooper to discuss how banks are using and how they should be using AI in today's episode of the Bank Customer Experience podcast. For larger banks, Turner said that "banks increasingly use AI to forecast customer behavior in the credit decisioning and predictive modeling space. Large banks use AI to scale what humans can do, especially where data is voluminous and patterns subtle." On the community banking side, he discussed how can use AI for fraud or check detection, as well as screening small business lending. On the banker side, this has led to bankers increasingly moving away from routine transactions to high emotion, stressful conversations with customers such as fraud events or mortgages. Turner said that due to this shift banks need to make sure employees are well supported to avoid burnout. Other topics discussed during the podcast included: The importance of empathy for the customer and the employee.Enabling employees to override AI decisions.Using AI to support rather than replace humans.Listen to the podcast in its entirety above.

    22 min

  8. 10/10/2025

    How professional services can help ATM, ITM deployment, management

    It's not easy installing and maintaining an ATM or ITM. It takes a large team to handle the installation, software configuration, security and many other factors. As a result, many financial institutions are outsourcing these tasks to other vendors who provide professional ATM services. In today's episode of the Bank Customer Experience podcast, Jeshua Buchanan, director of fintech solutions at Cook Solutions Group and Wade Fieber, director of strategic verticals at Cook Solutions Group joined Bradley Cooper, editor of ATM Marketplace, to discuss what professional services entail for banks. During the podcast, Fieber and Buchanan discussed how professional services can help with both initial and ongoing ATM services including: ITM deployment.Server migrations.Check-imaging solutions.Testing software and products.Fieber and Buchanan also spoke on how Cook Solutions Group provides ongoing marketing support for ATMs through its Professional Services Team, such as crafting digital signage content to be used on the machines. Check out the full conversation above.

    19 min
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4.9
out of 5
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About

The Bank Customer Experience Podcast offers a view into the hot topics affecting the banking world.

Information

  • Creator
    High Performance Media and Events
  • Years Active
    2018 - 2026
  • Episodes
    27
  • Rating
    Clean
  • Copyright
    © 2026 Bank Customer Experience
  • Show Website
    Bank Customer Experience