BAI Beacon is teaming up with Jim Marous and Digital Banking Report on the release of a new report, Humanizing the Digital Experience in Banking.

The report will make its debut at BAI Beacon 2018 in Orlando, and attendees will be the first to get their hands on this new cutting-edge research.

Humanizing the Digital Experience in Banking will illustrate ways that financial institutions are using data, analytics and digital technology to improve banking customer experience around the world.

Combining consumer research with banking industry research, this landmark report will provide in-depth insights into what consumers expect from their bank related to digital technology and personalization, and how financial services organizations are responding to these needs.

Jim Marous at BAI Beacon 2017

The research report will include:

  • An overview of where the banking industry is with regard to the development and deployment of data, advanced analytics and digital technology
  • A snapshot of consumer expectations around digital banking technology, personalization, engagement and banking communication
  • In-depth analysis of how financial services organizations are using data, analytics and digital technology to improve the customer experience
  • Interviews with industry leaders on how organizations can humanize the digital banking experience
  • Industry case studies showing examples of organizations that have implemented best-in-class initiatives that are improving CX

Join us on Wednesday, October 10, from 11:30 am to 12:15 pm for an interactive session where Jim will share in depth insights on what consumers expect from their financial services organization related to digital technology and personalization. Rilla Delorier, EVP and Chief Strategy Officer at Umpqua, will provide perspectives on building a culture that supports the right balance of digital and human interaction and how Umpqua’s lastest app, Go-To, delivers a seamless customer experience. Holly Hughes, Chief Marketing Officer at BAI, will also lend insights on BAI’s research in this important area and best practices across financial services.


More Research Debuting at BAI Beacon

Wednesday, October 10

Consumer Panel: The Role of a Bank in Tomorrow's Economy
10:30 a.m. - 11:15 a.m.

Industry disruptors, changing customer behavior and the rapid evolution of technology are impacting how consumers view the role of their financial services companies. In this session, you’ll hear first hand from consumers as they share candid feedback about where they feel banking is headed and what they are really looking for from their financial institution:

  • Gain insights into customer pain points
  • Where they see value and relevancy for banking organizations
  • Take advantage of the opportunity to ask questions from these customers

Making Change Happen: Insights from the BAI Culture & Conduct Index
2:15 p.m. - 3:15 p.m. 

BAI Culture & Conduct Index is designed to arm financial services organizations with vital information needed to avoid regulatory, reputational and customer risk. In this session, you’ll hear proprietary research to better manage your resources. Key takeaways include:

  • Identification of tools, processes and practices that define an organization’s culture relative to risk
  • Insights into key workforce retention, performance and configuration metrics that define the organization’s approach and success at managing human capital
  • Evaluation of the components of human resources risk programs, including risk score carding, communications processes and the overall risk tolerance

BAI Beacon Series: Impact of the Rising Rate Environment
3:45 p.m. - 4:15 p.m. 

In the last few years, key deposit trends have emerged to completely reshape deposit portfolios. In the current rising rate environment, this session will provide insights into how these trends will impact financial services organizations’ strategy and what practical steps they can take to prepare and ensure success in this changing landscape. Among the takeaways will be:

  • Proprietary research on the impact of the rising rate environment
  • How to price in the rising rate environment
  • What your employees need to know in order to sell in the rising rate environment

Thursday, October 11

What's Next - 2019 Outlook
8:15 a.m. - 9:00 a.m.

As financial institutions look towards 2019, what will be the key areas of focus and growth for the industry? In this session, you’ll hear key trends to look for in the coming year:

  • Key themes and priorities for 2019
  • The impact of these themes and priorities on the industry
  • Balance of short-term and long-term goals

Small Business Owners Panel: A Customer's Perspective on Acquisition and Retention
10:45 a.m. - 11:30 a.m.

The small business segment offers financial institutions an opportunity for growth if they can address the needs of this diverse and expanding customer segment. In this session, small business customers will share frank feedback and insights on what they want and expect when it comes to banking services. Learn to:

  • Identify opportunities to better serve existing business customers and attract new ones
  • Create deeper and more sustainable relationships, especially in a digital environment
  • Balance the needs of this segment and the cost to serve