Publications

  • Evolving the Customer Experience in Banking: 'Alexa, Move My Bank Accounts to ...'

    November 20, 2017 | Bain report

    Banks that accelerate development of their digital channels and mobilize around individual customer episodes, not products, stand the best chance of earning greater loyalty.

  • Banking Strategy for the Long Game - Bain Moscow

    September 17, 2017 | Bain Brief

    В ближайшие 10 лет в связи с рядом сформировавшихся в последние годы макроэкономических тенденций произойдет трансформация банковской отрасли. Как руководству банков учесть ее основные направления?

  • Banking Strategy for the Long Game

    September 17, 2017 | Bain Brief

    Despite pressures to improve next quarter's stock performance, banking remains a long game, demanding a decade-long perspective. Here's how senior banking teams can incorporate the salient themes into their strategic planning.

  • New Bank Strategies Require New Operating Models

    May 15, 2017 | Bain Brief

    It’s high time for banks to shake up creaky structures and ways of working—and time is running short for responding to incursions by nonbank technology firms.

  • How the recent spate of luxury credit cards might ruin your summer travel plans; This year was a credit card ‘arms race’ for points

    April 18, 2017 | Banking | MarketWatch | Media mention

    The past 12 months have been an “arms race” between issuers offering flashy travel credit cards, according to Gerard du Toit, a partner with Bain & Company. The industry is experiencing, he said, “very, very aggressive offers.”

  • Wells Fargo introduces cardless ATMs across U.S. in digital push

    March 22, 2017 | Financial Services | Reuters | Media mention

    Accessible, well-designed digital offers not only provide a massive cost advantage, but also significantly improve customer loyalty, says Gerard du Toit, a partner with Bain & Company.

  • How Tech Wave Forces Bankers to Show Their Human Side

    March 17, 2017 | American Banker

    Humans, using their empathy and analytical skills, can connect with customers in ways that robots and algorithms can’t—at least for now.

  • Startups Startin' Somethin': Insurtech incites business revolution

    March 17, 2017 | Financial Services | Leader's Edge | Media mention

    Every investor in a startup is hoping for the next unicorn, a company that reaches a $1 billion market value in the shortest time possible. Most would settle with a growing company with a defensible niche. In the insurance industry, niches are aplenty. “There's this sudden realization that every

  • Banks Must Make Tough Choices Now

    March 15, 2017 | The Business Times (Singapore)

    In order to succeed in the digital age, banks will have to make tough choices about what type of bank they want to become.

  • Unclogging the Branch and Call Center Traffic Jam

    February 13, 2017 | Forbes.com

    To overcome the barriers of digital self-service, banks should look within to their unconscious ageism.