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Mark Riddle

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. 

  • Changing branches in a digital age

    Mark Riddle Oct 14, 2016

    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.

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  • Improving the customer experience with journey mapping

    Mark Riddle May 19, 2016

    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.

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  • Rethinking the generation gap in banking

    • Mark Riddle
    • Cam Marston
    Mar 25, 2016

    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.

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  • The only partly digital future

    Mark Riddle Jun 12, 2015

    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.

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  • Point, Counter Point on Mobile Banking

    Mark Riddle Jun 17, 2013

    The mobile revolution in banking is here, as we’ve been told countless times, but what’s the business case?

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  • Turning Small Business into Big Business

    • Mark Riddle
    • Joe Agostinelli
    Mar 11, 2013

    While small businesses may be costly to serve, they also constitute one of the most attractive customer segments for revenue-starved bankers, according to a new BAI Research study.

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