Publications

  • Gerard du Toit: Customer Episodes and Bank Loyalty

    November 20, 2017 | Bain video

    Bain Partner Gerard du Toit discusses how leading banks are breaking down organizational silos to create cross-functional teams that are dedicated to delivering the best possible customer episodes.

  • Maureen Burns: How Big Tech Could Upend Banking

    November 20, 2017 | Bain video

    Bain Partner Maureen Burns discusses how banks can remain competitive by boosting customer satisfaction and loyalty through digital channels.

  • 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.

  • Customer Loyalty in Retail Banking: Global Edition 2016

    November 29, 2016 | Bain report

    Banks can reap a significant payoff by accelerating the migration of customers from high-cost branches and contact centers to self-service mobile and online.

  • How Insurers Can Invest in Big Data Analytics to Improve Decision Making

    May 11, 2016 | Bain Brief

    Big Data and advanced analytics have begun to yield big payoffs for a few insurance companies.

  • Customer Loyalty and the Digical Transformation in P&C and Life Insurance: Global Edition 2014

    June 18, 2014 | Financial Services | Bain Brief

    Bain’s new survey of 158,400 consumers in 18 countries sheds light on how various customer segments perceive their P&C and life carriers; what customers want from their carriers and how they behave; and how different distribution channels influence loyalty. The report discusses four specific steps

  • Foster customer loyalty to offset lost fees

    December 07, 2010 | Customer Strategy & Marketing, Financial Services | American Banker

    New regulations make it more difficult for banks to expand profits by levying nuisance fees, which until recently accounted for up to 40% of many banks' checking account profits and a significant portion of their gross margins.

  • Markets, economy & job growth

    January 27, 2010 | Private Equity | CNBC

    Steve Ellis, Managing Director of Bain & Company, kicked off CNBC correspondent Maria Bartiromo's live coverage from the World Economic Forum in Davos, Switzerland.

  • Traveling disciplines

    July 11, 2002 | Private Equity | The Deal

    Leading private-equity firms have delivered internal rates of return at double the S&P 500's over the past decade, including tough times. Increasingly, they've achieved this by adding value to the underlying operations they own as well as through creative financial structuring.

  • Value acceleration: Lessons from private-equity masters

    May 31, 2002 | Mergers & Acquisitions, Private Equity | Harvard Business Review

    The most successful private-equity firms regularly spearhead dramatic business transformations, creating exceptional returns for their investors. To understand how those firms do it, the authors studied more than 2,000 PE transactions over the past 10 years and discovered that the top performers'