Financial Services Publications

  • Thomas Olsen: Bringing Strategy Back to Banking

    November 19, 2015 | Financial Services | Bain video

    Banks are facing increasingly tough choices on capital allocation. Bain Partner Thomas Olsen discusses how banks can better define their ambitions, where to play and how to win.

  • Customer behavior and loyalty in retail banking

    November 18, 2015 | Bain infographic

    Leading banks are taking a "mobile first" approach, shifting routine transactions from branches to digital self-service tools.

  • Gary Turner: How Banks Can Rediscover Strategy

    November 18, 2015 | Financial Services | Bain video

    Before the financial crisis, banking was a relatively straightforward business, in which growth ruled the day. Bain Partner Gary Turner explains that now, banks must answer some fundamental questions.

  • Is the Bank Branch Dead?

    November 18, 2015 | Financial Services | Bain Brief

    Customers deserting bank branches in favor of mobile and online channels for many interactions signal that the size and nature of the branch network has to change faster and more substantially than most banks acknowledge.

  • 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.