About The Front-Line Factor

The Front-Line Factor, a research project launched by BAI in partnership with Oracle Corporation and De La Rue Cash Systems, Inc., is based on an in-depth survey sent to retail financial services executives in July 2004. The survey, designed with input from executives and industry experts, specifically focused on the front-line execution opportunities and challenges associated with implementing relationship-based strategies within the retail branch network, in contact centers, online and through other retail delivery channels. The results of more than 400 completed surveys and over 500 partially completed surveys were compiled and statistically analyzed.

In addition, interviews were conducted with more than 35 retail banking executives from major global retail banks to provide a thematic framework for and additional perspectives on the survey findings. These interviewees included heads of retail banking units, delivery channel executives and chief marketing officers.