BAI Deep Dive

Personalizing the Customer Experience

Personalization improves customer satisfaction and bottom lines. This has banks and credit unions looking for new ways to take personalization to the next level.


Personalization in the branch: The key is constant coaching

Gallup managing partner Anson Vuong speaks with BAI managing editor Terry Badger about Gallup research that finds branch staff needs more and better training to develop the skills required to connect with customers.


Personalization: Opportunities, challenges and trends

Learn from industry peers at M&T Bank, Citizens and BAI on the benefits and hurdles of connecting customers to the digital experience.


Personalization offers ‘tremendous opportunity’ for financial institutions

Greg Kanevski, global head of banking at ServiceNow, talks with Terry Badger, managing editor at BAI, about a personalization strategy for banks and credit unions that has an optimal mix of people and technology.


The platform is part of the revolution

The platform goes beyond personalization by allowing your community financial institution to create a singular and highly relevant digital experience for each prospective and current customer.


AI for financial institutions: The next frontier in CX and personalization

The challenge for modern contact centers is to balance the need for outstanding CX with robust security. Artificial Intelligence (AI) can provide the edge contact centers need to turn good customer experiences into great personalized ones and to minimize the security threats across different customer touchpoints.


Personalizing every touchpoint

Total Expert shares how orchestrated, personalized, and automated journeys can help create customers for life at your financial institution.


Getting personal: The role of identity verification in customer personalization programs

Banks and credit unions need a way to rise above the noise and connect with their customer on a personal level. A strong identity verification process is essential in personalizing positive customer experiences.


Delivering a (much) better customer experience

Technisys shares how a next-gen digital and core banking platform can personalize customer engagement, provide actionable insights, and ultimately help consumers meet their financial goals in a highly digitized and automated manner.

customer experience

Taking the financial services customer experience to the next level

Anticipating customer needs and having a comprehensive, 360-degree view of customers can help you democratize data, make informed decisions, build customer loyalty and increase customer lifetime value.