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.

The Bank Customer Experience Podcast is kicking off 2026 with an episode on new ATM fraud methods and how to prevent them. Podcast host Bradley Cooper spoke with Michael Strange, director of technology services, Cook Solutions Group and Alyssa Luecke, fintech solutions consultant, Cook Solutions Group on this evergreen topic, as criminal groups never stop innovating when it comes to breaking into ATMs.

Strange said that the biggest method we are seeing is a resurgence of jackpotting attacks that is being driven in part by "complacency" on the part of financial institutions. In some cases, the criminal groups are still using decades old techniques, while others are taking advantage of vulnerabilities with PCI ports.

Some financial institutions have responded to these threats through various gadgets such as alarms. However, Strange pointed out that many times there aren't any procedures in place on how to handle security events. For example, someone might take the top hat off the ATM, which activates the alarm, then they replace it. The financial institution will consider it a false alarm and ignore it when the criminal comes back again to actually finish the jackpotting attack.

To address these issues, Strange and Luecke emphasized the importance of overlapping security measures from object detection on cameras to alarms and encryption and more.

Strange and Luecke also discussed:

• How Cook Solutions Group is working with the U.S. Secret Service.
• The best security practices for banks.
• The strangest ATM attacks of 2025.
• What banks can expect in 2026.

Listen to the podcast in its entirety above.