Financial Services Publications

  • Customer Behavior, Experience and Loyalty in Retail Banking

    November 17, 2015 | Bain report

    Mobile now rules in retail banking. Bain's new global consumer survey analysis shows that mobile has quickly evolved from a separate channel to become the hub of personal finance. Leading banks are taking a “mobile first” approach to migrate routine interactions out of the branch and into digital

  • Henrik Naujoks: Customer Centricity in Financial Services

    November 06, 2015 | Financial Services | Bain video

    Among top banks and insurers, 90% say they want to become more customer centric. Even so, many of these companies are struggling to improve customer service. Partner Henrik Naujoks discusses how a focused strategy can help companies make bigger strides toward customer centricity.

  • The bottom line: Putting a lid on customer call volume

    November 06, 2015 | The Business Times (Singapore)

    Leading banks have taken a more effective approach to management that has produced sustainable reductions of total demand.

  • Putting a Lid on Customer Call Volume

    November 05, 2015 | Jakarta Post

    Companies often overestimate the speed with which they can reduce call volumes

  • Henrik Naujoks: Advanced Analytics in Financial Services

    November 03, 2015 | Financial Services | Bain video

    The use of advanced analytics is a key trend right now, but companies have trouble generating value from it. Bain Partner Henrik Naujoks looks at how businesses can use analytics to outperform the market.

  • Corrie Carrigan: Escaping the Doom Loop in Bank Contact Center Operations

    November 03, 2015 | Financial Services | Bain video

    Banks are trying to reduce avoidable calls to their contact centers to lower costs and improve the customer experience. Partner Corrie Carrigan discusses three ways that banks can reduce call volumes.

  • Maureen Burns: Mobilizing for Loyalty in Retail Banking

    November 03, 2015 | Financial Services | Bain video

    Customers in most markets say they would miss their mobile phones more than their wallets. For banks, that means that mobile tools offer the best way to delight customers and reduce costs, says Partner Maureen Burns.

  • Maureen Burns: Designing Exceptional Customer Experiences

    November 03, 2015 | Financial Services | Bain video

    In today's digital world, a product is indistinguishable from the experience itself. Bain Partner Maureen Burns discusses how companies should focus on the emotions of a customer's experience and continuously monitor feedback to prevent the experience from becoming stale.

  • Alternative Routes

    November 01, 2015 | Best's Review

    Most insurance executives realize they have to step up their digital investments to meet customers' expectations for anytime-anywhere interactions. Yet many remain unclear about where to start and how to proceed in organizing for digital innovation and redesigning their processes.

  • Niels Peder Nielsen: The return of corporate strategy in banking

    October 28, 2015 | Financial Services | Bain video

    Facing low interest margins and low growth, many banks must relearn strategy. Partner Niels Peder Nielsen explains how in this short video.