When 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.

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 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.

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 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.