Nicole Sturgill, research director at CEB TowerGroup has a global perspective on the financial services industry. From armored currency carriers in Eastern Europe to local bank branches in South Africa, and everything in between, she has seen it all.
Nicole specializes in delivery channels and is the research lead for projects related to ATMs, branches, contact centers, online banking and mobile banking. With expertise spanning a broad range of industry issues—including ATM strategy and processing, cash supply chain management, operational analysis, vendor management and regulatory compliance—Nicole provides clients with valuable solutions-based management advice.
During her 16 years in the financial services industry, Nicole has developed an acute understanding of the diverse challenges that banks face in the competitive landscape. While new technologies have significantly advanced the industry over the last several decades, Nicole appreciates that retail banking is traditionally a relationship-based experience. Technology has significantly decreased the degree of personal interaction that banks maintain with their clients, and Nicole strives to integrate delivery channel innovations to provide an enhanced overall customer experience. She is frequently invited to speak at industry events around multichannel integration, social media, customer experience and industry trends.
Prior to joining CEB TowerGroup, Nicole served as manager of banking strategies at Transoft International, where she worked with bank branches worldwide, consulting on ATM deployment and strategy and performing operational analysis. Before that, she worked with Fifth Third Bank, where over a 10-year period she held several positions in commercial banking and operations, including vice president managing ATM operations, Regulation E compliance and debit card operations.
Nicole’s passion for research has taken her halfway around the world in her career, and continues to drive her unique business approach. Nicole believes the key to staying ahead in business as well as everyday life is to make goals, not plans.
In her free time, Nicole enjoys reading, dining and jogging, as well as traveling with her husband. Up next on their travel wish list are a trip to Iceland and a tour of Asia.