How a Great Customer Experience Is Really Delivered


Any company with committed leadership can deliver experiences that create value for customers, colleagues and shareholders, if they adopt these management practices, write Robert Schiff and Victor Liu.


The Best Investment Advice Isn't Always the Cheapest


A number of class-action lawsuits allege that investment advisers breached fiduciary duty by failing to recommend the least expensive products. But both trust law and investment theory acknowledge that responsible advisers take other factors into consideration.


Five Ways Alternative Data Can Expand Credit Access


Incorporating bill and rental payment data into consumer credit scores would be a boon for underserved Americans. New legislation in Congress could help credit reporting agencies realize this goal.


Proceed with Caution on Credit Scoring with Alternative Data


Alternative data used to score "credit invisibles" may do more harm than good. That's because in areas like employment and insurance, no credit score is often better than a bad one.


Mortgage Lenders Should Show Operations Folks Some Love


With the onset of the new integrated disclosures rule, mortgage lenders owe it to their companies to make sure that operations folks have the chance to get out to events and workshops that will keep them informed and updated on new industry requirements.


FICO vs. VantageScore; Big Data vs. Big Brother: Weekly Wrap


A recap of the informed opinions (and the discussions they generated) on BankThink this week, including the debate over how to expand access to mortgage credit and the dangers and opportunities presented by large-scale corporate data mining.


Nacha's 'Faster Pay' Move Won't Help Banks Protect B2B Share


Same-day payments will be a big improvement for business-to-business transactions, but banks are still bound to lose market share to technology firms that are taking the complexity out of the payments process.


New Credit Score Models Hold Promise for Credit Access


Access to credit is too tight. But new credit-scoring models could increase the number of eligible borrowers in the U.S. without weakening todayÂ's underwriting parameters.


Credit Access Bill Would Shore Up Financial Literacy


Burdensome requirements prevent consumer reporting agencies from providing people with educational materials in a timely manner. The Facilitating Access to Credit Act would remove these arbitrary barriers.


Lessons from Baltimore: 'Middle-Class Folks Don't Riot'


Nearly 100% of all urban riots in America have occurred where the market economy either failed or didn't exist to begin with. Banks are well-positioned to help bring economic opportunity to underserved neighborhoods and make free enterprise work for all.