White Papers

  • The Contact Center in an Omnichannel World: Redefining Customer Engagement

    Nov 2014
    To remain competitive and sustain growth amid changing consumer preferences and technology, today‘s retail financial institutions need to deliver a seamless experience to customers, across channels and transactions. The demand for what‘s known as “omnichannel delivery”– enabling customers to complete transactions or interactions with their financial institution across multiple channels with no disconnect – is growing as customers increasingly expand channel preferences to include digital, mobile and social.
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  • Engaging and Retaining Mass Affluent Customers

    Mar 2014
    As financial institutions look at opportunities for growth, there is an increased focus on engaging the high end of the mass market. This BAI report explores key challenges and opportunities in attracting and retaining this diverse group, ranging from young professionals to retirees. Read about how analytics will figure prominently in whether banks can change and adapt to this next level of personalized service.
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  • Tapping the Potential of Small Business

    Dec 2013
    BAI is pleased to present findings and analysis on a recently completed study of small businesses and their financial needs and activities, sponsored by Deloitte. The research and actionable insights presented in this report are designed to help bank executives identify opportunities for building new small business relationships while preserving and expanding existing ones.
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  • Winning Small Business Customers - Branch Centric Approach

    Apr 2013
    BAI is pleased to present findings and analysis on a recently completed study of small businesses and their financial needs and activities, sponsored by ARGO. The research and actionable insights presented in this report will help bank executives identify opportunities for building new small business relationships while preserving and expanding existing ones.
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