Digital Channels

Interactions between people are still a key factor in the relationship between bank and customer.

Successful automated support should do more than just answers questions. It should engage consumers in a journey that is constantly improving.

Digital banking has gained momentum as COVID-19 has dried up branch visits and face-to-face interactions. BAI's Mark Riddle and Jason Mencias discuss digital banking trends, what different demographics value and how financial institutions are handling the pandemic's disruptions.

Planning for current and future needs is key to create a strategy that is viable during COVID-19 and beyond.

The "next normal" is here, driven by consumers who now expect innovative technology and complex banking services.

Here’s how one commercial lender took advantage of her system’s power and versatility to meet challenges presented by the pandemic.

From simple greeter bots to more sophisticated tools, automating customer interactions can help bank call centers disrupted by the pandemic.

The deeper his team dives into the customer analytics at BMO Financial Group, the more Chris Menezes realizes that each customer is bent on charting his or her own unique experience through the organization’s digital and human channels.

There’s little debate that automated self-service technology has captured the imagination of financial service providers.

COVID-19 is making it clear, perhaps now more than ever, that it is important for financial institutions of all sizes to strengthen their arsenal of digital solutions as their clients’ digital behaviors and expectations are going to change.