NOVEMBER 2022 7 Flourish 9 From the Top IN EVERY ISSUE CURRENCIES Good Reads: Leadership truths History Lesson: A (very) brief history of credit cards The Ledger: Building a better user experience Defining Finance: What is knowledgebased authentication (KBA)? 14 36 PORTFOLIO 22 Retail banking trends for 2023 Interactive teller machines at the fore 26 Innovation Station Evaluate your fintech partnerships 28 5 ways AI can improve customer service Solve customer pain points CONNECTIONS 92 80 Trailblazer A community banker for 75 years, John V. Anderson shares his experiences and lessons learned 84 Community Spirit Wood & Huston Bank let the local fire department use its former headquarters for critical training 86 Bulletin Board Community bankers built vital skills at 2022's ICBA LEAD FWD Summit 88 Member Benefits Get a refresher on the Americans with Disabilities Act 90 Innovation Conversations ICBA Bancard and a FedNow pilot participant discuss the program 92 Out of Off ice Mickey Schwarzbek serves his community as both a banker and a restaurateur 32 Reaching small businesses with digital lending Efficiency and speed are important to lasting relationships 34 Portfolio Management Curve inversion and investing 36 How will new CRA rules affect community banking? What to expect from Community Reinvestment Act reform 40 Leadership at All Levels Create a culture of employee learning 42 Can open- and closedloop payments coexist? Payments options are key to a universal customer experience 46 How to achieve true thought leadership Having patience can pay off 48 Checks & Balances Community banks' role in rural America Connect with ICBA @icba facebook.com/icbaorg linkedin.com/company/icba youtube.com/user/ communitybankchannel @banklocally @myicba 2 Q ICBA Independent Banker Q November 2022http://www.youtube.com/user/ http://www.facebook.com/icbaorg http://www.linkedin.com/company/icba