Mark develops industry insights, key data reports and presents BAI benchmarking programs to keep our customers informed on critical industry information. Prior to joining BAI, he held consulting and sales positions with Open Solutions, Deluxe Corporation, and various Chicago-area banks for more than 20 years.
Banks discuss it. Customers demand it. To truly put the customer first, here’s what needs to come first.
For all the talk of online channel importance, financial institutions are missing crucial opportunities to engage customers online.
While increased use of digital banking interactions doesn’t mean the branch is dead, it does mean branches need to evolve to meet new customer expectations.
With ‘journey mapping,’ bank contact center managers are able to view internal bank procedures from the customer’s perspective to improve the customer experience, say BAI Contact Center Executive roundtable members.
Despite the stereotypes of Millennials going all-digital for their banking needs, jumping to conclusions about generational change can lead bankers astray, according to BAI Research.
While digital technology is critical for the future of banking, branches and call centers will be with us for a long time to come and need to be integrated with the digital channels.