Podcast
Bank Customer Experience
Hosted by High Performance Media and Events · EN
The Bank Customer Experience Podcast offers a view into the hot topics affecting the banking world.
12episodes
Episodes
Newest firstAll episodes
First Internet Bank CEO shares early digital adopter insights
Apr 1000:16:44Tap to summarizeWhen 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.
Transcribe →How banks can differentiate themselves
Mar 1300:23:24Tap to summarizeHow 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.
Transcribe →How AI can reduce financial stress
Feb 1300:21:10Tap to summarizeIt'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.
Transcribe →Preventing new ATM fraud methods in 2026
Jan 900:21:17Tap to summarizeThe 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.
Transcribe →Navigating bank customer experience pain points
Dec 1200:22:26Tap to summarizeBanks 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.
Transcribe →Finding the balance between AI, personal touch in banking
Nov 1400:21:46Tap to summarizeBanks 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.
Transcribe →How professional services can help ATM, ITM deployment, management
Oct 1000:19:10Tap to summarizeIt'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.
Transcribe →Video verification improves security, saves money
Sep 1200:19:47Tap to summarizeATM crimes aren't slowing down in intensity. If anything, they are increasing, and banks need to be able to contact law enforcement quickly and have them arrive on the scene fast enough to stop the crime.However, traditional security systems can cause big problems for ATM and branch security, especially due to false positives.In some jurisdictions, police departments are requiring video verification to prevent false positives, such as a faulty sensor triggering, an animal or some other issue.In this episode of the Bank Customer Experience Podcast, Joey Parrillo, director of security solutions at Cook Solutions Group, and Michael Strange, director of technology services at Cook Solutions Group, discuss key benefits of video verification.Strange pointed out in the podcast, which was moderated by Bradley Cooper, that false positives don't just waste time, they can also waste money.He said many police departments will hit banks with a $500 fine for the first false positive, with increasing fines for each subsequent infraction such as $750 to $1,000. In addition, these departments will be far less likely to respond to alarms at banks that regularly have false positives.He also said that many times these false positives are simply caused by employees who unknowingly trip the system. In addition, for smaller community banks or credit unions, they may not have a dedicated team to handle security events, which can cause delayed reactions.During the podcast, Strange and Parillo share several ways video verification can solve the problem including:Having a dedicated team to analyze security footage 24/7.Saving money by preventing false positives.Using AI to identify common issues such as animals or faulty sensors.How CSG's PikoVERIFY solution works.You can listen to the podcast in its entirety above.
Transcribe →Combatting criminal innovation with ATM software security
Aug 800:21:40Tap to summarizeThe biggest evergreen issue in the ATM industry is of course security. Criminals are always ready with innovative methods to steal cash from ATMs faster than the industry can put up protective barriers.This is true of both the ATM hardware and software. In today's episode of the Bank Customer Experience podcast, Bradley Cooper spoke with Kit Patterson, a senior software architecture and security expert at KAL ATM Software to get an overhead view of current theft trends and ways to combat them.One new method that Patterson discussed was the relay attack. In this attack, one device is compromised is relays card data to another machine, which can be used to steal money from a victim."The basic story is they use two machines. They attack two machines in parallel. They wait until a victim puts a card into that victim ATM or ticket machine or anything where a card is being used. They take over that card and they relay information from that card to the cash out machine."He said that while this attack is difficult to pull off, it can also be challenging to detect and would require monitoring for certain types of unusual activity. For example, the software could detect that the card reader itself would take longer to transmit data in a relay attack than in a normal transaction, which should put up a red flag.Patterson also said that this relay attack is also taking place with mobile wallet fraud, where attackers are able to steal the victim's mobile wallet and relay that information to another actor who will get the cash from an ATM.He emphasized that criminals are willing to use as many methods as possible as "they don't follow the rules."To respond to these threats, Patterson pointed to the importance of holistic efforts and not just viewing security as "ticking boxes."Check out the full interview above and hear Patteron's thoughts on if AI is ready to transform ATM security.
Transcribe →Digital signage is a game changer for banks
Jul 1100:22:51Tap to summarizeIt's no secret that banks are renegotiating how they manage branches. Many are scaling back the number of branches, but others are also transforming the spaces with technology such as digital signage.According to research from Markets.US, the digital signage banking market is expected to grow to $9.4 billion by 2034, up from $3.5 billion in 2024. The in-branch segment currently holds 56.8% of the market share as well.In today's episode of the Bank Customer Experience podcast, Bradley Cooper, editor and podcast host, is joined by Joseph Parrillo, director of security solutions and Scott Smith, VP of strategic solutions at Cook Solutions to discuss how banks are using digital signage today and what makes it a game changer.For example, banks are using digital signage not just inside the branch but in the drive-thru lane. By replacing legacy signage with a display, they are providing more information to customers and an overall improved banking experience.This extends to the ATM and ITM screens as well, as Smith discussed how some banks are partnering with local businesses to give out their coupon QR codes to customers on the displays, providing an intriguing marketing opportunity.Listen to the full podcast discussion above.
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