Next-Gen Banking: Elevating CX with Generative AI
Most banks are already on board with the benefits of AI, with 72% of finance leaders saying they use it to support and automate business processes, analyze data, and more. However, when it comes to transforming the customer experience (CX), many financial institutions are just starting to recognize AI’s full potential. This is especially true […]
The Critical First Steps that Put You on a Proven Path to CX Success
Improving customer experience (CX) in financial services doesn’t begin with the latest CX tools or technology—it starts with business fundamentals. Aligning goals, getting leadership buy-in, and creating a culture that reflects and rewards your CX priorities are just some of the foundational steps needed to ensure you begin your CX journey on solid footing—and stay […]
Banking on Gen Z
How Data Can Strengthen Strategy and Loyalty As Gen Z becomes a core customer base, financial institutions face a new kind of challenge: appealing to a generation that values speed, personalization, and an amazing digital experience—and isn’t afraid to switch if providers don’t meet their expectations. This generation, born between the mid-1990s and early 2010s, […]
Benchmarking as Strategy
How Banks Can Use Performance Data to Make Smarter Decisions Banks have access to a plethora of data, but many aren’t fully using it to their advantage. In particular, benchmarking data can be so much more than just a reporting tool—it can help leaders make strategic decisions. When used well, benchmarking helps banks and credit […]
How Banks Can Leverage CX Insights to Drive Business Growth
Customer experience (CX) isn’t just about keeping customers happy—it’s a strategic lever for growth. Georgia Banking Company (GBC) is a perfect example. By focusing on service excellence and using customer insights to drive improvements, GBC saw a 315% increase in demand deposits and a 225% growth in total assets. That kind of growth isn’t luck. […]
How Well Do You Really Know Your Customers?
As customer expectations continue to evolve, financial institutions face a growing challenge: understanding what their customers truly want—before they take their business elsewhere. According to the 2025 ProSight Banking Outlook, digital banking is now the preferred channel across all generations, and yet only 11% of bankers rate their digital customer experience as excellent. This disconnect […]
