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 Solu...

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 transform...

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 t...

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 di...

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 Consulti...

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 joine...

ATM 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 issu...

The 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 the...

It'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...

Between evolving customer expectations and pressure from other financial providers, community banks have struggled to maintain relevance in recent years. In today's episode of the Bank Customer Experience Podcast, Bradley Cooper, editor of ATM Marketplace, spoke with Jean-Pierre Lacroix, president of Shikatanai Lacroix Design and Marbue Brown, founder of the Customer Obsession Advantage and a former banker about how community banking is changing When looking at challenges community banks face...