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Vol. 4 No. 1 | 2013
Making Multi-Channel Work:
Evolving the Role of the Branch
in a Multi-Channel World
March 2013
A successful multi-channel performance agenda places the customer at the center of a cohesive effort to boost revenues, reduce costs and adapt to a changing marketplace. On top of the poor economic conditions, customer preferences are inexorably shifting to digital channels.
Features
Canadian Banks: Ready for a
Multi-Channel Market?
March 2013
A new Novantas survey makes it clear that many Canadian banking customers have moved solidly beyond the branch, raising the question of multi-channel strategy.
From guest contributor Steven Zeisel of CBA
CFPB: Growing Pains of a New Agency
February 2013
To restart growth in consumer credit, retail banks need to look at nontraditional products; the key is to organize offers around essential customer need
An executive survey completed in parnership with BISA
Growing the Wealth Business in Retail Banking
February 2013
The new Consumer Financial Protection Bureau has made significant progress in its early days, but some issues may linger for quite some time.
The Contact Center:
Retail Banking‘s Revenue Bright Spot
March 2013
The contact center is becoming the go-to resource for remote customers who want a real conversation with a banker, but sales capabilities need to be improved.
Rolling up the Sleeves for 2013
March 2013
The slow recovery will force banks to deal with branch overcapacity and changing business models — and hunt more aggressively and intelligently for revenue growth.
Commentary
Sales Staffing: Managing the Extremes
to Boost Productivity
March 2013
The best places to start with sales productivity enhancements are at the market extremes, both low- and high-traffic, where capacity misalignment is the greatest.
As seen in BAI Banking Strategies
Branch Closures: Round Two?
January 2013
Facing another round of branch closures in a tight market, banks will need more analytical rigor in deciding which locations to close.
Banking‘s E-Crisis: Is the Branch Finally Obsolete?
February 2013
As customers shift more purchase-related activities online, retail banks must overhaul former store-centric practices to meet the challenges of a digital marketplace.
As seen in BAI Banking Strategies
Piloting for Multi-Channel Marketing
December 2012
Pilot programs constitute the best method for getting the most of information-based marketing, a critical skill as customers do more business outside of the branch.
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