The best chance a bank or credit union has to help a struggling customer happens long before the first missed payment or collections call ever occurs. On this Banking Insights episode, I discuss practical ways financial institutions can operationalize early warning data into empathetic, timely outreach. Combinations of change matter more than any single isolated signal: loan payments arriving later in the cycle, balances trending downward for three consecutive months, and new alternative credit payments appearing in transaction histories. When outreach does happen, it works best when it comes from a named, reachable person rather than an automated mass email. 💡 Proactive, human-centric support turns your institution into a trusted financial partner during difficult moments. ❓ What outreach strategy does your bank use to contact customers showing early signs of financial distress? 📌 Watch this Banking Insights episode here: youtu.be/UMhNVRe2GNw

I get in a room with 2,000 bankers and ask two questions. First: how many of you have closed a primary financial relationship in the last five years? Virtually nobody raises their hand. Then: how many of you have opened an account at a fintech, a neobank, or an organization that didn't exist 10 years ago? Virtually everybody. That gap is silent attrition. Our attrition rate still reads 1 to 2%, so we say we're okay. The account didn't close. It just isn't used the way it was. I haven't closed my account either. I'm sending money to Acorns, to Robinhood, to SoFi. You won't see it unless you measure it. The good news is it's available today. Funds flow analysis can be close to turnkey through various vendors if you ask for it. Then you have to understand what you're looking at. ❓ How many of your "primary" customers are still primary? I broke this down with Lee Wetherington of @JH_Fintech, walking through their 2026 Strategy Benchmark Study, on Banking Transformed. Link in the first comment. 📌 Full episode: youtube.com/watch?v=mkMRQe2J…

When building next year's technology plan, financial leaders must direct AI capital toward high-impact operational use cases rather than speculative experiments. On this episode of Banking Insights, I break down where bank and credit union AI dollars should actually be spent. The smartest institutions are deploying AI aggressively on fraud detection, automated document handling in lending and account opening, and contact center assist tools designed to empower employees. Meanwhile, complex personalization pilots and autonomous decisioning engines should include mandatory human review steps. 💡 Aligning your AI deployment strategy with actual consumer comfort levels ensures high operational return on investment without eroding trust. ❓Which operational department at your institution is capturing the highest ROI from AI automation today? 👉 You can watch this Banking Insights episode here: youtu.be/wsH4rO6IyTI