Mark Riddle

Mark joined BAI in 2014 and leads BAI sales, business development, and relationship management. Prior to joining BAI, he held a number of strategic leadership positions, including serving as Managing Director and National Sales Manager for the Corporate Executive Board (CEB).

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Podcast

Jul 14, 2020

Digital banking has gained momentum as COVID-19 has dried up branch visits and face-to-face interactions. BAI's Mark Riddle and Jason Mencias discuss digital banking trends, what different demographics value and how financial institutions are handling the pandemic's disruptions.
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Podcast

May 28, 2019

The business banking landscape is changing—rapidly—yet financial services organizations find themselves challenged to keep up. The disconnects are many, with some banks unaware of how their position and reputation amongst business customers have changed. The...
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Article

Oct 20, 2017

Talk of “customer centricity” is everywhere in the financial services realm. And to foster the next generation of it, banks will need to more effectively work in these three areas:leverage their customer data to provide more personalized offerstweak their talent...
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Article

Sep 19, 2017

Sins of omission rather than commission rank among the most serious mistakes bank marketers are committing in this time of digital upheaval. BAI research finds a disconnect between the self-perception of financial institutions—54 percent of whom […]
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Article

Oct 14, 2016

There is no doubt that bank customers of all ages and incomes are moving to digital channels to conduct financial transactions. Use of mobile banking applications to check balances, transfer funds, pay bills and even deposit […]
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Article

May 19, 2016

Sometimes, a simple shift in perspective makes a big difference. That’s what banks are discovering when their contact centers utilize a method of analysis known as “customer journey mapping.” By looking at their internal processes from […]
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Article

Mar 11, 2013

When it comes to utilizing technology, small business banking customers are definitely traditional in their preferences: branch visits and personal service still rate highly with them, online and mobile banking less so, and they’re highly fee-sensitive, […]
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Article

Aug 17, 2012

First, the facts. In the June 2012 BAI Demand Pulse, we asked financial institutions which phrase best described their business culture: 1) customer service professionals, 2) focused product and service retailers, 3) generalized provider, 4) traditional […]

Article

May 11, 2012

First quarter numbers are in and loan demand is still dragging, which is bad news for banks. How do they plan to improve in today’s slow-growth economy? Asset growth and credit quality are the top priorities […]

Article

Mar 28, 2012

Financial institutions have been using customer data for segmentation purposes for many years in order to target customers for more efficient marketing. What they may not realize is that those segmentation strategies established prior to 2008 may no longer be...
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Article

Aug 15, 2011

Revenue generation in traditional banking comes from the interest rate spread on taking deposits and making loans while collecting fees in the process. With the economy now treading water (or worse), loan growth is hard to […]