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Customer Experience Management - Lead it Or Lose It
Customer interactions, previously limited to the telephone or in-person at a branch, are expanding to encompass all transactions, touch points, communications, and technologies that deliver service...
Designing an Effective BCP Testing Program
There is often confusion as to how to develop a multi-year BCP testing program. Organizations are overwhelmed with putting a program in place. Using your Business Impact Analysis can define what...
Navigating Your Next Regulatory Examination
The regulatory examination environment is getting much tougher. Many community banks across the country are experiencing examinations that present unexpected circumstances and adverse findings....
Bring Your Shoes – How to Lead by Maximizing Talent (2024)
Successful leaders surround themselves with talented individuals that complement their strengths. But as a leader, how do you find them? Complementary talent doesn't just show up. It has to be...