David Kerstein: a friend who drove positive change

David Kerstein became friendly with the people he met at BAI, from members of the leadership team to the social media manager. With them, he was always happy to talk shop, whether it was sharing feedback, discussing story ideas or dissecting LinkedIn’s quirks. Chances are, he would also slide in a joke or two.For the last 22 Read More

By |2020-06-04T20:14:52-05:00May 6th, 2020|Comments Off on David Kerstein: a friend who drove positive change

Gen Z is fond of fintech, but they like tellers too

Generation Z may have grown up as digital natives, but when it comes to banking, they’re not just about the technology. A recent BAI Banking Outlook survey shows that Gen Z also likes to get face-to-face financial service and advice, and for a generation that freely shares so much information about their daily lives, they want a Read More

By |2020-05-27T18:56:05-05:00April 21st, 2020|Comments Off on Gen Z is fond of fintech, but they like tellers too

There’s no doubt: Direct banks are here to stay, winning consumers along the way

Direct banks, or online-only banks, continue to be a hot topic in the industry. As direct banks become more established and gain market share, new research indicates that direct banks are changing the way consumers want to bank and setting a new standard for the industry. BAI surveyed more than 600 consumers to identify and understand consumer Read More

By |2020-05-27T18:16:30-05:00October 1st, 2019|Comments Off on There’s no doubt: Direct banks are here to stay, winning consumers along the way

Podcast: An insider’s guide to risk and data management

In an age when so much stress is placed on customer experience, financial institutions need to keep an eye on the safeguards that guarantee success. Terry Ammons, partner at PKM, explains how savvy banks can take security measures to the next level. Listen weekly on BAI Banking Strategies or subscribe to the podcast via:  iTunes Stitcher Soundcloud Google Play You can listen Read More

By |2020-05-27T17:58:12-05:00January 29th, 2019|Comments Off on Podcast: An insider’s guide to risk and data management

Podcast: Getting to the bottom of great customer experience in 2019

For all the noise surrounding customer experience, dialing in to the best practices and effective strategies is another story. Kerim Tumay, vice president of marketing for Kiran Analytics (a Verint company), explains how outstanding in-person interactions can drive an overall customer experience that ensures loyalty and gives banks an edge in the marketplace. For more insights from Read More

By |2020-05-27T17:58:12-05:00January 22nd, 2019|Comments Off on Podcast: Getting to the bottom of great customer experience in 2019

Podcast: Realizing phenomenal potential of data in 2019

While financial institutions know data holds the key to success, many haven't figured out how to collect it or what exactly to do with it. Kunal Chopra, leader of Gradient Ascent's financial services practice, sheds light on how banks can move forward with data, artificial intelligence and more. For more in-depth insights from Kunal Chopra check out Read More

By |2020-05-27T17:58:13-05:00January 15th, 2019|Comments Off on Podcast: Realizing phenomenal potential of data in 2019

Podcast: The top decisions of 2019 with the BAI Leadership Team

As the financial services industry begins a new year, three topics are sure to dominate the agendas of many banks. How can institutions win the talent war? How can they use data and analytics to give consumers the experiences they want? And how can banks leverage customer empathy to stand out from the competition? Join BAI president Read More

By |2020-05-27T17:58:13-05:00January 8th, 2019|Comments Off on Podcast: The top decisions of 2019 with the BAI Leadership Team

Five branch strategies for 2019

What will 2019 bring?  We’re moving into the longest economic recovery on record and it looks like there’s plenty of room to run.  Elevated confidence and a tight labor market will continue to power consumer demand and we expect at most a gradual growth slowdown. But some things stand out as different. The tax cut impact will Read More

By |2020-05-27T17:58:13-05:00January 1st, 2019|Comments Off on Five branch strategies for 2019

Podcast: The big branch trends for 2019

Are branches here to stay or going away? Is more high tech a good thing or an obstacle to human connection? The questions won't go away; smart answers are hard to find.  Enter David Kerstein, president of Peak Performance Consulting Group, who shares with us his equally nuanced and no-nonsense views on what’s ahead for branch banking. Read More

By |2020-05-27T17:58:13-05:00January 1st, 2019|Comments Off on Podcast: The big branch trends for 2019

Podcast: How banks can win at gamification

If you’ve ever wondered why banks should teach employees serious content in amusing and engaging ways, consider the bottom-line effect it can have on customer interaction and experience. John Findlay, founder and CEO of Launchfire, walks listeners through the benefits of gamification and how it takes talent management to the next level. Listen weekly on BAI Banking Strategies or subscribe to the Read More

By |2020-05-27T17:58:14-05:00December 11th, 2018|Comments Off on Podcast: How banks can win at gamification

Podcast: Paths to profitable digital partnerships

Many banks now believe it’s a great idea to work with fintechs. Yet smart caution and compliance don’t always square with life in the high-tech fast lane. Likewise, fintechs often lack the needed experience to make bank partnerships work. Ben Schack, leader of U.S. digital partnerships at BMO Financial Group, shares how banks can guide and mentor fintechs to Read More

By |2020-05-27T17:58:14-05:00December 4th, 2018|Comments Off on Podcast: Paths to profitable digital partnerships

Podcast: Winning the data game

Big data is huge—literally—as a game changer in the financial services industry. Yet the smart use of data comes with a host of concerns, ranging from best security practices to getting it out of the silos where it too often hides in plain sight.  Clark Richey, chief technology officer at FactGem, shares his top strategies to collect, protect Read More

By |2020-05-27T17:58:14-05:00November 27th, 2018|Comments Off on Podcast: Winning the data game

Podcast: Prime payments insights from the Fed

The Faster Payments Task Force has worked tirelessly to lay the foundation for a U.S. system that promotes the quick, seamless movement of money. Now comes the challenging part: making it happen. Connie Theien, senior vice president, industry relations program, for the Federal Reserve System, brings listeners up to date and explains how private industry will play a Read More

By |2020-05-27T17:58:15-05:00November 13th, 2018|Comments Off on Podcast: Prime payments insights from the Fed

Podcast: Branches, digital channels and customer experience without equal

More than ever, banks need to combine the physical and the digital into an omnichannel experience that exemplifies customer experience at its finest. Consumers expect no less, so how can banks cross the finish line first? Tom McDermott, the co-founder and managing partner of Inver Consulting Group builds the case for and explained the steps to this Read More

By |2020-05-27T17:58:15-05:00November 6th, 2018|Comments Off on Podcast: Branches, digital channels and customer experience without equal

Universal truths of universal banking: Three success stories

The topic of the universal banker is hot and the need for them is clear: Branch traffic is declining, banks have shrunk staffing to the minimum and as a result, 50-60 percent of all branches are staffed at the minimum level just to keep the doors open. Most financial institutions recognize it’s simply unsustainable to employ specialized Read More

By |2020-05-27T17:58:15-05:00November 2nd, 2018|Comments Off on Universal truths of universal banking: Three success stories

How to leverage self-service to satisfy today’s on-the-go banking customer

My local grocery store has installed a second set of self-service stations. And while older regulars have  some minor complaints, the majority of shoppers with lower item counts gravitate towards them. It’s not just grocery stores, either. From large retailers to fast food chains, the march toward self-service has been happening for more than half a century. Read More

By |2020-05-27T17:58:17-05:00September 27th, 2018|Comments Off on How to leverage self-service to satisfy today’s on-the-go banking customer

Coming to a hip café near you: a bank branch?

Envision doing hatha yoga, hearing new music or catching an art exhibit in a really non-traditional setting: a bank branch. CaixaBank, the Barcelona-based bank holding company, is trying this idea out in its new imaginCafé in the Catalan city. The bank is melding a conventional bank branch into an eclectic destination that offers “culture, fun, technology, youth—all Read More

By |2020-05-27T17:58:17-05:00September 24th, 2018|Comments Off on Coming to a hip café near you: a bank branch?

Countdown to customer engagement: The 10-second banking experience

When was the last time you made an impulse purchase? You must have bent the knee once for the $79.99 speakers or $299.99 outdoor grill from Costco. But were those splurges well-deserved treats—or irresponsible budget-busters? Chances are you lacked a clear answer during the 10 seconds you debated your decision. By optimizing their apps to capitalize on Read More

By |2020-05-27T17:58:35-05:00May 25th, 2018|Comments Off on Countdown to customer engagement: The 10-second banking experience

Why high tech and human touch should go hand in glove

Here’s to the artificial intelligence-driven bots that comb troves of consumer data, analyze the information and then reliably predict what a customer needs. But that’s only half the story. It takes the softer, intuitive human touch to convert those machine-crafted insights into a seamless, personalized customer experience.  It goes beyond the chatbot experience that some banks have Read More

By |2020-05-27T17:58:35-05:00May 7th, 2018|Comments Off on Why high tech and human touch should go hand in glove