BAI Banking Strategies

More than ever, banks need to combine the physical and the digital into an omnichannel experience that exemplifies customer experience at its finest. Consumers expect no less, so how can banks cross the finish line first? Tom McDermott, the co-founder and managing partner of Inver Consulting Group, during an interview at BAI Beacon 2018 in Orlando, built the case for and steps to this winning integration.

Coaching a sales team in an age of runaway high tech is arguably harder than ever. Enter high-touch coaching, which marries digital savvy with focused, one-on-one feedback. Lisa Oliver, president and CEO of The Cooperative Bank of Cape Cod, explains how this powerful practice works.

Attracting stellar talent has long been job one in the financial services industry, and in the digital age, many of the old-school tried-and-trues simply don’t compute. But even in a job seeker’s market and with fierce competition from outside the sector, banks can win. Debbie Morris, senior talent management consultant with Cox Enterprises, explains how.

BAI and the Digital Banking Report recently released “Humanizing the Digital Banking Experience” at BAI Beacon. The report details how banks have an opportunity to humanize customer engagement on their digital platforms. Digital Banking Report owner and publisher Jim Marous discusses why banks lag behind and ways they can bring their experience up to speed via technologies such as AI.

While artificial intelligence and machine learning have enormous potential for banks, their roles are too often misunderstood. Meanwhile, cyber security dangers continue to challenge financial institutions. Matt Mills, chief commercial officer at Featurespace, lays out what the road to high-tech efficiency looks like.

The era of distributed ledgers in the financial services industry has arrived—and what began as a cryptocurrency exchange may well become the system on which the future of financial processes are built. Julie Esser, chief engagement officer for CULedger, discusses how credit unions are entering into this exciting new world, and what that means for them going forward.

Not all corporate leaders and innovators take conventional paths to success. For some, the self-styled journey begins in the teenage years and showcases the gifts of grit and resilience. BAI Beacon Featured Speaker Kat Cole, chief operating officer and president, North America of Focus Brands, describes how financial services leaders can learn from her journey—and arrive at a winner's circle surrounded by connected customers and engaged employees.

Growing customer base and income are priorities for banks, but that comes amidst an insidious form of growth: cyberthreats from determined bad actors. That creates a balancing act between keeping customers happy and secure. David Vergara, director of security and product marketing at OneSpan, discusses how financial institutions can mount a strong front to fight cybercriminals without disturbing customer experience.

In terms of how people save, invest and use credit, you could call it a moving target, based largely on economic conditions--and how they perceive those conditions. Robert Frick, corporate economist at Navy Federal Credit Union, talks about the ways behavioral economics can help financial institutions understand and better serve consumers, while helping them clear up misconceptions about how to best use their money.

Financial institutions—and rightly so—put much emphasis on making consumers happy. But to that end, employees on the front and back end hold the keys to success. Jamie Frogale, director of learning and development at Arlington Community Federal Credit Union, discusses how managers and leaders can motivate their charges and nurture their growth.