BAI Executive Report

Changing priorities in bank customer service

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Giving banking customers excellent service where and when they need it is a newer strategic goal. And delivering that service? That’s where it gets challenging.

This month’s BAI Executive Report shares key insights banks and credit unions will find valuable as they adapt their strategy to deliver amazing customer service across ever-evolving channels.

Articles in this report include:

Adding a personal touch to digital self-service
How to effectively close the engagement gap between human and virtual channels persists as an issue for financial institutions.

The rise of the hybrid call center
A partially remote workforce brings both benefits and challenges for banks and credit unions.

Letting the customer pick time and place
Making appointments at banks, which exploded during the pandemic, is evolving to meet a growing demand for certainty and convenience.

Making sure your contact center measures up
A relentless focus on customer satisfaction and delight can help you stand out from the competition.

Service as the differentiator in banking looks different now
It’s about leveraging digital for a better experience for customers and employees.

Humanizing your digital channels is all about empathy
The key is putting the customer first: Know what they need, what they are trying to achieve and how you can best help them.

Mapping your banking customer’s journey
Build a foundation for better experiences and higher growth.