Banking Strategies to Power Smart Decisions

View BAI Banking Strategies content, BAI research and other BAI thought leadership.

Whitepaper

Quick Q&A on Rethinking the contact center — efficiency without compromise

Jul 17, 2025

In our latest Quick Q&A, Rethinking the contact center — efficiency without compromise, Russell says customers still too often and too quickly default to “O” for live assistance under the assumption only frustration and untargeted assistance awaits them on an...
Customer Experience / Technology

Webinar

Winning the tug-of-war between customer experience and efficiency

Recorded: Apr 23, 2025

Isio Nelson, Managing Director, Research, Fraud & Thought Leadership at BAI, will share some key findings from the latest annual Banking Outlook survey and host a conversation with Rick DeLisi, Lead Research Analyst at Glia about the importance of delivering...
Customer Experience

Article

How AI-driven modalities will reshape digital banking interactions

Mar 25, 2025

By Jake Fuchs
The near future could bring less dependence on screen-based engagement and centralize user intent through voice, chat and agentic AI interactions.
Customer Experience / Technology
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Topics

Formats

Article

Cultivating micro-engagements can be key to banking CX

Jul 23, 2025

By Sarah Martin
Here’s the next installment in our periodic Q&A series highlighting women leaders in the fintech and banking space. We feature the innovation, fortitude and experience it takes to thrive in this fast-changing industry. And our interviews explore business opportunities on...
Customer Experience

Article

The hidden impact of demand deposit account statements on customer satisfaction

Jul 22, 2025

By Billy Hicks
Demand Deposit Account (DDA) statements may seem like a routine part of banking operations, but their impact on customer satisfaction and trust is far greater than many financial institutions realize. A well-designed statement can enhance transparency, improve customer experience and even...
Customer Experience

Article

Beth McCoy on taking banking loyalty programs from afterthought to strategic advantage

Jul 18, 2025

By Beth McCoy
Here’s the next installment in our periodic Q&A series highlighting women leaders in the fintech and banking space. We feature the innovation, fortitude and experience it takes to thrive in this fast-changing industry. And our interviews explore business opportunities on...
Customer Experience

Article

How smaller financial institutions can win over the next generation of wealth holders

Jul 16, 2025

By Nageswar Cherukupalli
Starting now and spanning the next few decades, we will witness the largest intergenerational transfer of wealth in history, termed “The Great Wealth Transfer.” This shift is poised to transform the global financial sector, including how wealth is managed, invested...
Customer Experience

Article

Rethinking your bank’s digital strategy from the outside in

Jul 1, 2025

By Devesh Khare
This article first appeared in the May BAI Executive Report: Unlocking value through technology optimization. Find more articles within covering the tech decision-making spanning CX, fraud, core updates and more. Fintechs are arguably rewriting the rules of banking, so it’s...
Customer Experience

Article

6 ways to create an intuitive, secure and engaging accountholder experience

Jul 1, 2025

By Toni Domingo
This article first appeared in the May BAI Executive Report: Unlocking value through technology optimization. Find more articles within covering the tech decision-making spanning CX, fraud, core updates and more. In today’s digital-first world, consumers expect seamless, intuitive and personalized...
Customer Experience

Article

The deposit game has changed. Is your bank keeping up?

Jun 16, 2025

By Adam Hughes
A version of this article first appeared in the April BAI Executive Report: Growing quality deposits and customer acquisition. In the report, you’ll find content tackling deposit behavior trends, tech-enabled deposit growth strategies, liquidity and funding flexibility, plus more. The age...
Customer Experience

Article

Winning the battle for deposits: Removing friction to attract and retain accountholders

Jun 16, 2025

By Zac Sweet-Wright
A version of this article first appeared in the April BAI Executive Report: Growing quality deposits and customer acquisition. In the report, you’ll find content tackling deposit behavior trends, tech-enabled deposit growth strategies, liquidity and funding flexibility, plus more. Banks and...
Customer Experience

Article

Is your bank loyalty program appropriately targeting your customer base?

Jun 6, 2025

By Simon Nicoll
Loyalty programs are still a novelty in core banking; too many banks don’t have one, and those that do often take a one-size-fits-all approach, offering reward options based on broad, simplistic segmentation that fails to account for the...
Customer Experience

Article

Always be a deposit gatherer — Learn to never turn away a client, regardless of the environment

Jun 2, 2025

By Ken Auspaker
A version of this article first appeared in the April BAI Executive Report: Growing quality deposits and customer acquisition. In the report, you’ll find content tackling deposit behavior trends, tech-enabled deposit growth strategies,...
Customer Experience

Article

Meeting the payment preferences of each generation

May 30, 2025

By Mitch Dawes
Mitch Dawes leads the Account Management team for Primax, a provider of payment processing services and value-added solutions for banks. He is responsible for furthering the company’s growth as a leader in the banking marketplace, as well as...
Customer Experience

Article

Online account opening is still underdelivering — how banks should rethink their approach

May 22, 2025

By Kathleen Craig
For decades, banks have been investing in digital account opening. The goal? Make it easier and more convenient for customers to open accounts online, driving deposit growth and expanding market reach. But here’s the hard truth: despite all the “advancements”...
Customer Experience

Article

Using bank branch workforce management to drive sales

May 14, 2025

By Jackie Hudson
A version of this article first appeared in the March BAI Executive Report on Branches: Adapting for the modern customer. Inside the issue, you’ll find coverage on middleware upgrades to connect ATMs and branches to evolving digital platforms, smarter branch...
Customer Experience / Talent & Workforce Management

Article

Inefficient bank statements are still costing you — how to streamline for accuracy and efficiency

May 9, 2025

By Tori VanCura-Rutland
Disconnected statement systems create inefficiencies and risk for financial institutions, making meeting customer expectations and regulatory requirements increasingly difficult. As digital transformation reshapes banking, leaders must prioritize modernizing their statement solutions to enhance accuracy, streamline operations and deliver greater value...
Customer Experience

Article

Why ‘smart branches’ are better than ‘cashless branches’

May 9, 2025

By Steve Nogalo
A version of this article first appeared in the March BAI Executive Report on Branches: Adapting for the modern customer. Inside the issue, you’ll find coverage on middleware upgrades to connect ATMs and branches to evolving digital platforms, smarter branch...
Customer Experience

Article

8 essential steps to elevate customer experience

May 7, 2025

By Emily Wilson
A version of this article first appeared in the March BAI Executive Report on Branches: Adapting for the modern customer. Inside the issue, you’ll find coverage on middleware upgrades to connect ATMs and branches to evolving digital platforms, smarter branch...
Customer Experience

Article

How banks and credit unions can bridge the loyalty gap

Apr 28, 2025

By Mark Jackson
Banks and credit unions are likely overlooking critical opportunities to drive customer loyalty and solve for some of their greatest challenges with their cardholder customers. Regular cardholder engagement is vital to consistent and increased dollar value spending via top-of-wallet position...
Customer Experience

Article

How bank statements impact your brand

Apr 22, 2025

By Lee Long
For many financial institutions, bank statements are viewed primarily as compliance tools—required documents that serve as records of account activity. However, bank statements are one of the most consistent and direct touch points a financial institution has with its customers....
Customer Experience

Article

Make your cross-channel customer engagement actionable

Apr 21, 2025

By Todd Robertson
In the banking sector, most financial institutions face challenges directly related to customer expectations that are shaped by industries outside of financial services. Consumers expect the experience and functionality they receive from retail outlets, fast-food restaurants and coffee shops when...
Customer Experience

Article

The transformative power of CX in banking

Apr 9, 2025

By Gaurav Passi
At least one survey reveals two-thirds of customers would switch banks after only one poor experience.
Customer Experience

Article

How financial institutions can drive long-term success with card loyalty programs

Apr 4, 2025

By Drew Slater
Building better rewards structures focuses on smart data use, customer relationships, personalization, point ubiquity and flexibility.
Customer Experience