Banking Strategies to Power Smart Decisions

View BAI Banking Strategies content, BAI research and other BAI thought leadership.

Webinar

Differentiate with frictionless CX: Best practices to maximize client value and reduce costs

Recorded: Mar 27, 2024

Complex regulations, AI-enabled business change, increasingly uncertain economic landscape, changing customer expectations… The list goes on when it comes to the challenges today’s banking leaders must address to achieve their key goals. Aberdeen Strategy & Research recently finished a study of how financial firms around the world plan and execute customer experience (CX) and operational programs. The findings revealed that balancing cost-cutting measures, such as growing use of self-service, while elevating the quality and consistency of customer experiences reigns supreme. However, achieving these goals is not easy. For that, firms must minimize and address friction across the broader CX value chain — spanning all business departments.
Customer Experience

Webinar

Mastering customer engagement in banking: A roadmap to success

Recorded: Feb 28, 2024

In 2024, banking leaders are tasked with growing deposits and increasing customer satisfaction, but how can they achieve this while balancing technology advancements and ensuring they retain top talent? End-to-end customer engagement is the cornerstone of this strategy, with 98% of...
Customer Experience

Article

Finding the right words

Dec 13, 2023

By BAI Editorial Team
Beth Johnson, chief experience officer at Citizens Bank, discusses the art and science of using language that resonates with specific audiences.
Customer Experience
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Topics

Formats

Webinar

AI in the call center: How responsible AI impacts your employees and customers

Recorded: Apr 24, 2024

Join us for this complimentary webinar to hear a discussion on how Service 1st Federal Credit Union modernized their call centers with AI....
Customer Experience / Technology

Report

2024 banking outlook

Dec 7, 2023

This report features insights from our recent BAI Banking Outlook: 2024 Trends survey that identified the top priorities for the upcoming year: deposit growth, followed by new customer acquisition and rounding out the top three was customer digital experience....
Customer Experience

Whitepaper

The connected financial services report

Oct 5, 2023

Over 6,000 financial services customers were surveyed to discover why they switch institutions, what they look for in digital and in-person experiences, and how they feel about technologies like artificial intelligence....
Customer Experience

Article

Virtual assistants: Efficiency and customer self-service

Sep 22, 2023

By Jay Choi
With automation doing most of the heavy lifting, banking institutions can bring down costs while increasing call center productivity.
Customer Experience

Article

How banks can help customers avoid economic hardship

Sep 14, 2023

By Kim Snyder
Aggregating data from siloed systems and prioritizing storytelling in data processes help banks build stronger customer relationships.
Customer Experience

Article

Building a strong foundation to stay competitive during economic uncertainty

Sep 13, 2023

By Colin Savells
Community banks must have the foundational processes in place to ensure seamless customer experiences and ongoing success as market conditions change.
Customer Experience

Article

The overlooked employee experience opportunity

Aug 10, 2023

By Hunter Croft
When a customer reaches out to a live person, make sure you know they’re connecting with someone ready to deliver a world-class experience.
Customer Experience

Article

Optimizing bank branch site selection with location analytics: A data-driven approach

Aug 8, 2023

By Tony Evans
Banks must find the right balance of digital and physical services for today’s customers, and location analytics help them do it.
Customer Experience

Article

Banking customers demand better service

Jul 27, 2023

By Kelly Horn
Focusing on their wants, needs, and expectations — and investing in the right data, tools and solutions — makes delivering a higher level of service possible.
Customer Experience

Article

Embracing the customer experience center

Jul 13, 2023

By Lauri Giesen
How banks and credit unions are transforming their digital customer interactions through better use of data and the right set of tools.
Customer Experience

Article

The benefits of humanizing automation

Jun 16, 2023

By Shane Berry
Banking institutions must balance the undeniable promise of technology with empathy for customers and a deep understanding of what they want and need.
Customer Experience

Report

Keeping the customer at the center of customer service

Jun 8, 2023

The rapid growth of digital banking and its focus on do-it-yourself has contributed much to a greater Venn overlap between customer service and the banking customer experience overall. In this month’s BAI Executive Report, we get more into that convergence and...
Customer Experience

Article

Handling complaints better can deliver financial rewards

May 31, 2023

By Daniel Brousseau
Applying a CX lens to managing complaints means transforming from a compliance focus to a customer-centric approach.
Customer Experience

Article

Building loyalty via the mobile connection

May 24, 2023

By Jennifer Dimenna
Across all age groups, users’ comfort level with mobile banking has increased dramatically, with apps taking precedence over desktop or in-person options.
Customer Experience

Article

How brick-and-mortar banks can attract the next generation

May 16, 2023

By JB Orecchia
Creating an intuitive mobile user experience, prioritizing personalization and providing in-depth education are key in connecting with Gen Z.
Customer Experience

Article

How to increase speed to value in CX investments

May 15, 2023

By Young Pham
Banks that balance short- and long-term improvements may find that the business benefits cascade because customers are happier and more loyal.
Customer Experience

Article

Managing the risks and rewards of faster payments

May 5, 2023

By Eric Tran-Le
Small and midmarket financial institutions need layered approaches to fraud prevention that also support a differentiated banking experience.
Customer Experience

Infographic

The Top Banking Trends and Challenges for 2023

Apr 21, 2023

Financial services organizations face a variety of economic challenges, from dwindling consumer deposits to intensifying competition. Recently, BAI surveyed banking leaders and more than 1,000 consumers, to help financial services organizations successfully move forward.
Consumer Banking / Customer Experience / Digital Banking

Report

The Top Banking Trends and Challenges for 2023

Apr 19, 2023

Financial services organizations are currently navigating a variety of economic challenges, from dwindling consumer deposits to intensifying competition to changing experiential expectations. Recently, BAI surveyed over a hundred banking leaders, plus more than 1,000 consumers, to help financial services organizations...
Consumer Banking / Customer Experience / Digital Banking

Article

Banks aren’t using their chatbots right

Apr 18, 2023

By Uday Akkaraju
Use of AI to analyze customer behaviors can help banks prepare chatbots with simple next-step workflows and enhance the user experience.
Customer Experience

Whitepaper

Ultimate guide to CoBrowsing for banks

Apr 6, 2023

CoBrowsing creates a deeper level of engagement and a better customer experience. Gain insights on why you should include CoBrowsing in your online communication channels....
Customer Experience