BAI Executive Report

Keeping the customer at the center of customer service

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The rapid growth of digital banking and its focus on do-it-yourself has contributed much to a greater Venn overlap between customer service and the banking customer experience overall.

In this month’s BAI Executive Report, we get more into that convergence and offer actionable insights on other customer service-related topics that can benefit banking institutions.

Articles in this report include:

Embracing the customer experience center
How banks and credit unions are transforming their digital customer interactions through better use of data and the right set of tools.

Social media’s growing role in bank customer service
It makes sense for financial institutions to leverage the various digital platforms “because that’s where many of their customers live every day.”

The power of personalization to connect with customers
A Midwestern community bank is working to meet customers where they are by delivering individualized care across human and digital channels.

Banking customers demand better service
Focusing on their wants, needs and expectations—and investing in the right data, tools and solutions—makes delivering a higher level of service possible.

Top strategies to keep customers coming back for more
By implementing five impactful strategies, banks can differentiate themselves from competitors and build long-term customer loyalty.

Boosting digital banking while cutting costs
Intelligently orchestrating and automating work across existing processes can help banks create new ways of interacting with customers.

The overlooked employee experience opportunity
When a customer reaches out to a live person, make sure you know they’re connecting with someone ready to deliver a world-class experience.