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The Disappearing Customer

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Welcome to the spring 2018 issue of the Novantas Review.

The photo on the cover of this issue illustrates a common theme across the banking industry: customers are disappearing. Whether that is because they are visiting the branch less often or shifting to other providers, banks are struggling to find new ways to interact with their customers. It isn’t an easy task, particularly when banks often aren’t providing what those customers want: faster, more convenient, simple services that they can access on their phones and other devices. Instead, many banks are still locked into the old way of doing things — and risk losing customers for good.

In this issue, Novantas tackles hot-button issues like how to attract deposits by designing successful customer treatments and ways that technology can help propel commercial banking into the 21st century. We look at how banks can make home-equity products attractive to millennials and consider the prospects for industry acquisitions, including the all-important need to conduct deposit due diligence in an era of rising rates.

We are also unveiling a new feature as part of the Novantas Review’s ongoing transformation. Called “Sitting Down with Novantas”, it is a question-and-answer session with an industry heavyweight. This time, we are chatting with John Kanas, a 45-year industry veteran who built North Fork Bank into a New York powerhouse and then pulled together a group of investors to buy the remnants of Florida’s BankUnited after it collapsed during the financial crisis.

We welcome your feedback on the new Novantas Review. Feel free to reach out to Robin Sidel at with suggestions and comments.

Disappearing Customer

They may not know it, but many US banks are experiencing a net decline in their overall organic growth rates of checking customers.

Sitting Down with Novantas

The Novantas Review is pleased to introduce a new feature in which we interview an expert about the banking industry.

Commercial Banking Needs Tech Injection to Keep Customers

Commercial and corporate-banking operations are well behind the curve when it comes to digital transformation, a sharp contrast to retail-banking businesses that are increasingly using technology to embrace modern consumer preferences and to analyze behavior.

Losing Ground: Banks Lag Customer Readiness For Digital Engagement

Attention banks: your customers are tired of waiting for the next big thing.

Higher Rates and Competition Threaten Commercial Deposits

The Novantas Quarterly Commercial Deposit Study shows a clear divergence in bank performance.

Cashing In On Home Equity’s Shifting Landscape

After a decade of challenges, there may be some new opportunities in the home-equity business if banks pursue the right strategies to capture them.

Getting it Right: How To Drive Effective Customer Treatments

The development of customer treatments, in which banks create targeted offers, can significantly help attract new customers and augment relationships with current ones.

For more information, contact Novantas Marketing

+1 (212) 953-4444