What This Year’s BAI Banking Outlook Says About Customer Experience in 2026
The BAI 2026 Banking Outlook is a snapshot of how financial institutions are thinking about the year ahead. Key topics for this year include deposit competition, rising customer anxiety, and increasing expectations for tech. Banking leaders can learn a lot about the current state of the customer experience from this report. Many of the challenges […]
How Financial Institutions Create Real Value From Customer Insight: Connecting Customer Experience to Financial Performance
Customer experience (CX) only becomes a strategic asset when it helps financial leaders make better decisions about growth, retention, and investment. Many institutions collect customer feedback across surveys, channels, and touchpoints—but the real challenge lies in understanding which insights actually translate into financial outcomes. Real value comes from connecting what customers and employees are saying […]