The $2.2 Million Your eBilling Strategy Loses Each Year

I just got off the phone with a call center rep and I am legitimately delighted. The rep addressed the issue with one of my bills quickly and easily. But what would have been even better is if I never had to call about my bill in the first place.

Is it really possible to have good customer experience through omni-channel banking?

Omni-channel banking is a hot topic, fuelled by the need to provide the best customer experience (CX) no matter what channel a consumer chooses, or how many times they chop and change between channels during a transaction.

The economic impact of weather on commerce and banking

The U.S. Northeast has been experiencing unprecedented snowfall this winter season. In Boston, we’ve received almost 100 inches of snow to date (or 2.54 meters for my metric friends).

Mobile Banking, Mobile Payments and the Mobile Wallet

Baby it’s (freakin’) cold outside, but mobile is hot (or to quote a band I love called The Cure, ‘hot, hot, hot’). In this next installment of ‘Rantings with Ranta’, we look at many things mobile—from banking to payments to wallets to the growing ‘unbanked’.

How to Increase Customer Satisfaction ….Through Frictionless Payments

Customer happiness and engagement have long been the holy grail of banks and retailers. On a recent business trip, I came to the conclusion that frictionless payments is one way of achieving this.  I’ll explain with the help of some virtual props--EMV, contactless cards, and mobile purchases.

EMV: I dip, you dip, we dip (and some of us just swipe)

In this latest edition of ‘Rantings with Ranta’, we explore EMV. While some of us might already have these shiny new chip cards in our wallets, most US consumers will be receiving theirs in the mail later this year, compliments of their card issuers. But once these hundreds of millions of cards are ready to use, will the transition be smooth like my favorite peanut butter or bumpy like Boston roads during pot hole season? The digital banking guru thinks the latter.

Can I Charge a Fee For Debit & Credit Card Processing?

Answer these 10 questions to explore the U.S. regulatory, consumer satisfaction, and cost implications of charging a fee for your bill payment service.

Leaders weigh in on real-time payments and industry disruption from the Women in Payments Symposium USA

On November 19, the first annual Women in Payments Symposium USA was held in Atlanta featuring the best and brightest from across the payments industry.

e-Commerce UP, in-store sales down, multi-channel frustrates

So the big results from the (extended) Black Friday shopping frenzy are out: in-store sales are down and online sales are up.  Depending on which source you believe, foot traffic was down 5% over the weekend (NRF), or 10.3% (Retail Next).  In-store sales were down 11.3% (NRF), but up online 32% on Thanksgiving Day, 26% on Black Friday (comScore).

Nurturing female leadership in payments

On November 19, the first annual Women in Payments Symposium USA was held in Atlanta featuring the best and brightest from across the payments industry.

The Key to Reduced Payments Risk is Visibility – Video Blog

Disruption is happening everywhere. Universal online access, mobile devices and expectations for real-time commerce mean that today’s consumers rely on mobile solutions to get things done on the go—anytime, anywhere.

Money 20/20: “With great power comes great responsibility”

If I had to pick any quote to sum up day 1 of Money 20/20, it would be this one from Marvel Comics's Spiderman movie, “With great power comes great responsibility.” This is most certainly the case when dealing with an industry built on confidential data.