Daniel Brousseau
Oct 21, 2021

Banks must continually and rapidly elevate their CX to be more personal, holistic and seamless across digital and in-person channels.

When a bank or credit union improves its collections operation, it increases the odds of being top-of-wallet when customers start paying back what they owe.

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Integrated contact centers and unified communications at banks and credit unions can increase the efficacy of business processes and improve customer engagement.

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Danelle Faust from Accenture Interactive shares a customer-centered strategy that can help middle-market banks compete more effectively with the industry’s biggest players despite the size gap.

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A strong support function can free up valuable time for relationship managers to focus on their most impactful job: Growing the business.

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Whatever the road ahead looks like, lead with empathy and you’ll turn your banking clients into advocates.

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Brand visionary Jean-Pierre Lacroix considers the evolution of the branch and looks to its future.

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As banks and credit unions get ready for what's coming post-pandemic, they must plan for a best case, a worst case and something in between.

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A top-down focus on digital innovation and a willingness to experiment is necessary in order to find the right solutions at the right price.

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A "voice of the customer" strategy can improve profitability and retention at banks and credit unions. Here’s how to get there.

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Banks and credit unions seeking to tighten connections with their customers need to know what those customers value. On this podcast, Karl Dahlgren from BAI shares interesting and surprising results from the latest BAI Banking Outlook research on consumer banking preferences.

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As subprime auto lending decreases, tools are available to increase credit access to subprime borrowers without requiring lenders to take on additional risk.

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A growing focus on diversity, equity and inclusion has some banks and credit unions building more mentoring and career-pathing into the employee assessment process.

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It may surprise banks and credit unions to know that they are seen by some as high emitters of climate-altering carbon. Emily Kreps, global director for capital markets at CDP Worldwide, explains the thinking behind the high-emitter status, and what bankers can do to change it.

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Banks and credit unions can benefit from a modernized back office as they compete with digital-first institutions and address issues amplified by the pandemic.

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The pandemic-related upswing in digital banking is also adding momentum to open banking. On our podcast, Nick Farrow from Modern Treasury discusses where open banking stands in the U.S. now, and how it may change future customer relationships.

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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.

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After more than a year of extreme stress and uncertainty, America’s small businesses are gathering momentum in a bustling economy. Patrick Smith, head of small business banking at Santander Bank, joins us to offer his thoughts on what small businesses need most from their banks now, and how best to deliver it to them.

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Advances in data and analytics technology can help banks lower their ongoing monitoring costs while reducing information demands on customers.

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Banks and credit unions that don't know what the CX is like on their digital channels risk losing their brand reputation , and perhaps customers as well.

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Taking a page from the fintech playbook can help acquire new customers, increase revenue and strengthen client balance sheets.

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