Author: William Friend
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Navigating the PCI PTS POI V5 deadline
The PCI PTS POI v5 deadline explained: what the shift to version 6 means for ATM operators and how to stay ahead of compliance. Read more
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Fiserv’s Strategic Acquisition of Cardfree
Why Fiserv acquired Cardfree — what the digital-commerce platform built by the team behind the original Starbucks app means for banks and merchants. Read more
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Anatomy of a Cyber-Physical Heist
An interactive analysis of the UNC2891 cyber-physical bank heist — how attackers blended physical access with network intrusion, and the defenses that stop them. Read more
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ATM Security Framework
The modern ATM is not just a cash dispenser; it is a complex, high-risk endpoint running a full-fledged OS like Windows. This reframes the ATM as a specialized PC, requiring a holistic security approach that merges enterprise endpoint security with controls for its unique physical and transactional functions. Read more
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Interactive Story of the ATM
An interactive history of the ATM: 50 years from mechanical marvel to financial mainstay, and where self-service banking goes next. Read more
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FFIEC Reports: A Look at Call Reports and UBPRs
FFIEC Call Reports and UBPRs explained — what they contain, how examiners use them, and why they matter for bank oversight. Read more
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Are You Raging? You’re Not Alone: What the Customer Rage Study Means for You and Your Bank
For banks looking to build loyalty and avoid the financial and reputational damage of customer rage, the path forward is clear. It requires a fundamental shift from viewing complaint resolution as a cost center to seeing it as a critical opportunity to build trust. Read more
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The Human Touch in a Digital Age: Why Banks Are Reinvesting in Physical Branches
Five to ten years ago, the prevailing wisdom was that the future of banking was purely digital. The focus was on migrating customers to online and mobile platforms, shrinking expensive branch networks, and automating transactions. While this digital transformation remains crucial for everyday banking, a new realization has dawned upon the industry: branches are not… Read more
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Microsoft’s Blueprint for Human-Centered AI: Key Lessons for Banks
Key lessons for banks from Microsoft’s HAX Toolkit — a practical framework for deploying human-centered AI in financial services. Read more
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The Symbiotic Power of Strategic Foresight and Design Thinking for De-Risking Innovation
Strategic foresight is the systematic discipline of exploring, anticipating, and shaping the future. It moves beyond simple prediction to consider a multitude of plausible futures through methods like trend analysis, horizon scanning, and scenario planning. Design thinking, conversely, is a human-centered, iterative methodology for creative problem-solving and innovation, famously following a process of empathizing with… Read more