• Lou_Carlozo_resized
    Lou Carlozo Feb 16, 2017

    Alior Bank takes a savvy step forward in debt collection

    Alior Bank’s AI-driven debt collection approach means a positive customer experience and return on investment, a feat honored through BAI’s Global Innovation Awards.

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  • Improving the customer experience with journey mapping

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    Mark Riddle May 19, 2016

    With ‘journey mapping,’ bank contact center managers are able to view internal bank procedures from the customer’s perspective to improve the customer experience, say BAI Contact Center Executive roundtable members.

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  • Managing exceptions more efficiently

    David Basri
    David Basri May 3, 2016

    While exceptions are inevitable in any workflow situation, bankers particularly must have the tools to manage them efficiently.

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  • Rise of the super banks post-crisis

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    Nick Rose Apr 8, 2016

    Merger and acquisition activity over the past decade has transformed large U.S. banks into increasingly dominant mega-banks and reduced the market share controlled by smaller ones, particularly in major urban areas.

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  • Six core competencies for a new retail bank

    Craig Besnoy Jan 20, 2016

    To compete in a digitized world, retail banks need to transform themselves into a center where customers can receive relevant financial advice and guidance.

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  • Three priorities to set for 2016

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    Charles B. Wendel Oct 9, 2015

    A bank’s strategic priorities for 2016 should include building excellence in cross sell, improving IT management and determining how to partner with alternative finance companies.

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  • Collections for Customer Care (and Retention)

    Tom Miller May 24, 2011

    Collection agents can not only help banks salvage bad debt but also preserve customer relationships that will demonstrate value once the economy recovers.

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  • Five Tips for a Successful Merger

    Martin Davis Dec 13, 2010

    Wells Fargo executive Martin Davis says successful mergers require more than just a focus on technology integration – people and culture are key.

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