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.

So, then: Was 2017 a triumph or a trash fire? In at least one sector, it was a literal fire sale—as the precipitous (if long-predicted) demise of the retail store made headlines, even as e-commerce titans such as Amazon made a mint.

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For many banks, retail is in danger of becoming a zombie business.

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Much press coverage has been devoted to the dominance of digital banking channels and how it almost renders the physical bank branch network obsolete.

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Predicting key trends in any industry—and financial services is no exception—means taking to account uncertainty, reality and possibility.

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The oft-debated topic of branches often begs for clarity–so where to start looking? The area of data analytics holds a crucial key, as it can inform a host of decisions from staffing levels to taking care of customers in peerless ways.

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You know how you hate to dial into a bank contact center and navigate all those artificial intelligence prompts before talking to a human? Well, the bad guys know how much you hate it.

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Banks and their branches have always innovated: the ATM, which turned 50 in June, didn’t appear out of nowhere.

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Getting customers to use more efficient channels can help a bank’s bottom line—but banks have to do it right.

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Q: “Is there an ideal branch format?” A: The “ideal branch” of the future will be fully automated with robots or holograms serving as branch staff.

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