As financial services organizations position themselves for the future, they should focus on enhancing both human and digital channels. Karl Dahlgren, managing director of research at BAI, shares new BAI survey results that explain why.

Banks and credit unions must manage ATMs as mission-critical devices and consider an interactive teller machine (ITM) to soften the blow of branch closures.

Why the convenience of instant replacement is an important trick to have up your sleeve as the in-branch experience evolves.

Even though traffic has rebounded to surprising levels, long-term changes to layouts, staffing and offerings are coming.

Here are the steps to help mitigate the loss of customers who no longer work near branches they originally chose based on their office location.

Early adopters of branch transformation initiatives are seeing real benefits. How can you catch up?

Everyone is still trying to make sense of CX.

Amid today’s ultra-competitive banking landscape, you might think at first glance that digital and physical channels remain locked in an all-out battle, each using any advantage to lure customers to their side.

Not all that long ago—and perhaps it’s still the case in some corners—bank branches were targeted by cost cutters, who viewed physical space as hopelessly outdated in the digital world.