Karl Dahlgren
Jun 23, 2021

New BAI survey results show that financial services providers positioning for the future should be enhancing both human and digital channels.

Banks have talked for years about bridging the yawning gap between physical and digital channels—first via multichannel, then omnichannel.

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Back when people visited banks as their sole way to deposit paychecks, make large cash withdrawals and move money between accounts, branches were built to portray security and stability.

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As customers continue to move towards digital channels, we see the ongoing, dramatic impact on monetary transactions, “paying and receiving” or teller transactions.

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I recently attended two banking conferences and was struck by how much has changed—yet how much has not and needs to.

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While consumers and small businesses consistently rate “local branch convenience” as a deciding factor in choosing their financial institutions, branch transactions are declining at an average rate of 7 percent per year—even higher in many urban areas.

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Retail banking faces steep declines in branch visits.

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As banks consolidate further, financial institutions have a chance to cherry pick good branch sites cast off by competitive mergers.

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In an age when so much stress is placed on customer experience, financial institutions need to keep an eye on the safeguards that guarantee success.

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For all the noise surrounding customer experience, dialing in to the best practices and effective strategies is another story.

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While financial institutions know data holds the key to success, many haven’t figured out how to collect it or what exactly to do with it.

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