Banking Strategies to Power Smart Decisions

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

Whitepaper

Bring your call center to the next level

Jun 1, 2023

With intelligent voice-enabled chatbots, financial institutions can elevate their customer service and provide live call center reps with more time to handle complicated inquiries....
Technology

Article

Focusing on the branch customer experience

May 31, 2023

By Jackie Hudson
By better managing lobby traffic, allowing for appointments and quickly collecting feedback, banks and credit unions can build more enduring relationships.
Consumer Banking

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
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Topics

Formats

Article

You can buy new customers, but you can’t buy loyalty

Jun 9, 2023

By James White
To realize the full potential of their acquisition efforts, banks need to an intense focus on customer engagement to build and sustain sticky relationships.
Consumer Banking

Article

Financial inclusion in the palm of your hand

Jun 8, 2023

By Terry Badger
Yabx Technologies, a Netherlands-based fintech upstart, is matching mobile phones and alternative data to expand lending services in the developing world.
DEI & ESG

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...
Customer Experience

Article

How banks can help customers with their finances

Jun 7, 2023

By Jody Bhagat
The new generation of money management tools enables the development and deployment of tailored solutions that serve highly specific individual needs.
Consumer Banking

Podcast

Rethinking risk after the SVB collapse

Jun 6, 2023

By Terry Badger, Joan McGowan, Tom French
Joan McGowan and Tom French, both from SAS, join us on the BAI Banking Strategies podcast to talk about how the recent banking crisis has reframed how the industry contends with risk.
Compliance, Regulation & Risk

Article

The secret to retaining SMB clients

Jun 5, 2023

By Jennifer Dimenna
Banks and credit unions that implement the right digital strategies and invest in their platform can prove their worth to small-business customers.
Business Banking

Article

Finding that balance between fast and friction

Jun 2, 2023

By Katie Kuehner-Hebert
Security experts weigh in on how banking institutions can keep customers safer without bogging down their mobile user experience.
Fraud Prevention

Webinar

Aligning your policies and procedures to improve compliance, productivity, and customer experience

Upcoming: Jun 29, 2023

In this webinar, we’ll present ideas for keeping policies and procedures aligned, while supporting the organization’s business model. We’ll also consider the customer experience and how policies and procedures must reflect evolving customer needs and preferences. Please join us for...
Compliance, Regulation & Risk

Report

Driving Customer Growth in 2023

May 31, 2023

Digital banking continues its forward march in both volume and sophistication. By skillfully leveraging technology and data, financial institutions are creating digital experiences that attract, engage and retain customers. BAI recently spoke with several prominent individuals within the financial services industry...
Digital Banking

Podcast

Why banks should help families break the money-talk taboo

May 30, 2023

By Terry Badger, Michael Liersch
Michael Liersch from Wells Fargo joins us on the BAI Banking Strategies podcast with insights on how banks can help families build more open relationships about money, and why it’s in the banks’ interests to do so.
Consumer Banking

Article

Addressing banking’s top business challenge

May 25, 2023

By Terry Badger
In the latest BAI Executive Report, we examine new customer acquisition, the leading issue identified in the 2023 BAI Banking Outlook survey.
Consumer Banking

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

Webinar

Branch lobby trends: Why customers visit your branch

Upcoming: Jun 14, 2023

Join BAI’s Terry Badger and Matt Hertel from UKG for a discussion about performance metrics that can help your financial institution to increase wallet share, optimize branch services and better utilize lobby staff....
Consumer Banking

Article

Digitalizing customer service and support in SMB lending

May 24, 2023

By John Fernandez
Banks that provide a seamless, digitally optimized online application experience will be well positioned to attract business and increase profitability.
Business Banking

Article

What’s important when pursuing a sponsor bank strategy

May 23, 2023

By Tim Hamilton
Institutions going down this path should consider their broad objectives, strengths and weaknesses, as well as which market segment to prioritize.
Digital Banking

Article

Banks are positioned to control embedded banking

May 22, 2023

By Riaz Syed
BaaS has reached a fork in the road, and financial institutions get to choose which way to go. But one of those roads offers greater control for banks.
Digital Banking

Whitepaper

Quick Q&A on ChatGPT’s Transformative Impact on Banking

May 22, 2023

ChatGPT has been the talk of the town since the AI-powered chatbot that creates human-like conversations was released late last year. But it’s more than just talk. In this Q&A with Jake Tyler, Virtual Assistant Specialist at Glia you'll find out:...
Digital Banking / Technology

Article

The efficiencies of ATM-as-a-service

May 19, 2023

By Steve Nogalo
Outsourcing networks to third parties can help ease labor concerns while expanding availability and driving greater customer satisfaction.
Consumer Banking

Article

An industry vet’s take on the branch

May 18, 2023

By Terry Badger
Jon Voorhees from Wells Fargo shares his thoughts on the transition from primary source of connection to a more secondary role.
Consumer Banking

Article

Financial education is taking over TikTok

May 17, 2023

By Jeff Snyder
Gen Z has grown up with a high degree of digital comfort – this includes learning about banking products from snackable videos made by “finfluencers.”
Marketing & Sales

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