Retail Banking

Some forward-looking financial institutions are making it happen faster than others.

BAI CEO Debbie Bianucci discusses why banks are well-positioned to deal with the COVID-19 disruption, and what they can and should be doing for their customers to help them get through these unprecedented times.

Partnerships between marketing, IT and analytics can help banks used customer information more effectively and competitively.

Cost-cutting measures will likely impact ability to efficiently gather deposits, so reducing deposit costs could make sense

Technology can help mitigate vulnerabilities created by reduced staffing and lobby closures.

The coronavirus has created a need for ways to work outside the branch setting that may endure even after the pandemic eases.

At a time of reduced personal contact, details from customer spending patterns can provide important insights into their banking needs.

No financial institution is exempt from the occasional ‘malicious insider’, who, acting alone or with outside help, can do more damage than virtually any outside fraudster.

Small business relief programs have held bankers’ undivided attention lately.

Harvard Business Review defines customer experience (CX) as “the cumulative impact of your customers’ end-to-end journey with you, the multiple touchpoints over time, which create a true competitive advantage to companies that get it right.