140 episodes

BAI Banking Strategies is a weekly show that focuses on the key issues impacting financial services leaders. We bring you objective opinions and actionable insights to power smart decisions. Hosted by BAI managing editor Terry Badger.

BAI Banking Strategies BAI

    • Business

BAI Banking Strategies is a weekly show that focuses on the key issues impacting financial services leaders. We bring you objective opinions and actionable insights to power smart decisions. Hosted by BAI managing editor Terry Badger.

    Getting the most out of that reopened branch

    Getting the most out of that reopened branch

    Across the country, banks and credit unions are welcoming customers back into their branches. But like other businesses reopening their doors, there are clear differences between how things worked pre-March 2020 and how they’ll be going forward.

    Brian Wallace, general manager for banking at Reflexis Systems, joins us with insights on what financial institutions can learn from the COVID-19 experience in making their branch operations more efficient.

    • 15 min
    17.05 - Using CX to stand out from the crowd

    17.05 - Using CX to stand out from the crowd

    Why is customer experience so important? One of the biggest reasons is that so much of banking is largely commoditized. CX is one of a shrinking number of ways that a financial institution can truly differentiate itself in a crowded marketplace.

    This episode's guests are David Williams and Joan McGowan, both principals at SAS. They offer insights from their respective vantage points on how the COVID-19 pandemic has accelerated the trend toward digital, and how banks and credit unions can modernize their digital CX to gain a competitive advantage.

    • 23 min
    17.04 - How banks can meet the moment on diversity, equity and inclusion

    17.04 - How banks can meet the moment on diversity, equity and inclusion

    Diverse, equitable and inclusive workforces are significantly more productive and more profitable than workforces that aren’t. This is backed by a number of studies over the years. Financial services organizations have this valuable diversity in their lower ranks, but it peters out pretty quickly when you look higher up on the corporate ladder.

    Diane Ashley, CEO of DTA Diversity Counts and formerly the chief diversity officer at the Federal Reserve Bank of New York, discusses the current diversity, equity and inclusion landscape within banks and credit unions, and what these organizations can do to address long-standing issues of race and inequality.

    • 26 min
    17.03 - COVID-19 puts customer support on the fast track to change

    17.03 - COVID-19 puts customer support on the fast track to change

    Banks and credit unions scrambled to keep their customer support going as a work-from-home job after the unwelcome arrival of the coronavirus. Now, with reopening talk getting louder, it’s hard to see that that important function simply going back to the way it was pre-COVID-19.

    D.J. Haskins, head of marketing at SilverCloud, shares what he's seeing from clients as a result of the pandemic, and how the lessons learned this spring may change customer support in the years ahead.

    • 24 min
    17.02 - Culture is the backbone of innovation

    17.02 - Culture is the backbone of innovation

    Whether it’s dealing with an extreme disruption like COVID-19 or just to be more effective competing every day, banks benefit from new ideas to streamline current operations and to spot new business opportunities. An innovative mindset within an organization starts at the top and filters down so workers at all levels know their ideas for how to improve are welcome.

    Vanessa Colella, chief innovation officer at Citi and head of its Citi Ventures equity investing arm, talks about how financial institutions can -- and why they should -- embrace a culture that encourages and rewards innovation.

    • 21 min
    17.01 - Banks as an essential service during COVID-19

    17.01 - Banks as an essential service during COVID-19

    By moving fast to ease the economic hardship felt by businesses and families, financial institutions have built up trust and good will with their customers through their COVID-19 response by embracing the idea that “we’re all in this together.” But at the end of the day, banks are businesses that depend on revenue and profits to remain healthy.

    Debbie Bianucci, president and CEO at BAI, discusses why banks are well-positioned to deal with the COVID-19 disruption, and what they can and should be doing for their customers to help them get through these unprecedented times.

    • 23 min

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