BAI Online
Deborah
L. Bianucci
President and CEO, BAI |
Improving the Customer Experience
Providing the best possible customer experience is a primary strategic focus for many businesses, including financial services. A unique customer experience has proven to be a key differentiator for a number of leading-edge, high-performing companies that have made it a priority to improve how they meet their customers? needs. So, how does that play out for a leading provider of research, information and education services such as BAI?
At BAI, changing the experience for our customers starts with a strong commitment to customer focus. There is nothing more important than understanding the needs of the customers we serve. We strive to build that focus into the fabric of our organization, in everything we do?in the research initiatives we undertake, the conferences we hold, the training we deliver and the information we publish.
So, what does that mean to you? An improved experience on several levels:
- Our latest research initiative is ?The Relationship Experience,? the third in a series of major studies on strategies to maximize the effectiveness of customer contact staff in financial services companies. Following our ground-breaking studies, ?The Frontline Factor? and ?The Frontline Experience,? this new research provides valuable insights into the issues surrounding the deployment and measurement of experience banking strategies.
- BAI Retail Delivery Conference & Expo, the largest retail banking conference in the business, has been completely re-designed in response to market feedback from financial services executives and solutions providers. Attendance is at the highest levels we have seen in years.
- BAI TransPay has grown over the past two years from a conference focused primarily on check issues to a comprehensive event that covers the broad range of payments. Bankers told us they wanted an event that presented high-value information on payments and facilitated discussion from an objective and neutral perspective. BAI TransPay and the associated events that will be held at the same time do just that.
- We have significantly expanded the services provided by BAI?s Bankers Training & Certification Center to include a comprehensive implementation service, which is designed to make it easier for banks to launch and implement online training programs and to maximize the value of learning management technology.
BAI is an organization that is evolving with the industry we serve. This evolution is the result of listening to our customers and making the commitment to change the experience we are delivering. It?s more than lip service. It?s a lot of hard work. And, it?s never done. We?ll keep working on it for you.
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