BAI Banking Outlook Webinar

The impact of digital acceleration

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RECORDED: May 18, 2021
TIME: 1:00 - 2:00 PM CT

Do you have the digital technologies your customers want? Have you evaluated the impact digital acceleration has on branches and contact centers? New BAI Banking Outlook research explores what consumers are saying about their banking preferences across channels and how they feel their primary financial services organizations are meeting their needs.

Join us for this complimentary webinar to gain the actionable insights you need to make smart decisions about how best to meet your customers’ needs as their needs and expectations continue to evolve.

Gain insights to answer the following questions:

  • What is the impact on branch and contact center from increased digital usage?
  • Do financial services leaders understand their customers’ digital needs?
  • Are financial services leaders aligned on what digital technologies consumers are looking for in branches?
  • What investments are financial services leaders making in contact centers?
  • How much are financial services leaders investing in digital banking?


Karl Dahlgren
Managing Director

Karl joined BAI in 2014 with more than 20 years of experience in the banking, payments and software industries. He leads the BAI Research business and product development for the enterprise. Karl previously ran BAI’s Learning & Development business. His background includes leadership roles with ABN AMRO North America and a technology start-up in the payments industry.

Mark Riddle
Director, Research and Content Delivery

Mark is an industry veteran who brings a wealth of expertise to BAI clients. He delivers industry insights and BAI benchmarking program updates to keep our clients informed on critical industry information and their relative performance in the market. Prior to joining BAI, he held consulting and sales positions with Open Solutions, Deluxe Corporation, and various Chicago-area banks for more than 20 years.