BAI Survey: Insights Into Today's Customer Service and Sales Experience

BAI, in conjunction with Pegasystems, conducted a survey of over 200 retail banking executives on customer experience, which we defined as sales and service interactions with their financial institution. The responses to the survey highlight some key challenges and opportunities that banking organizations are experiencing in today’s marketplace.

In response to today’s challenging regulatory and competitive environment, retail banking organizations are going back to basics, starting with the customer. By developing customer-centric strategies, they hope to restore customer trust and confidence by providing positive experiences that will translate into greater wallet share and loyalty.

At the core of any customer-centric strategy is of course the customer experience – the interaction of client and financial institution across the multiple touch points of the banking operation. Given the pressures on revenue and the focus on cost efficiency, sales and service interactions are priorities for retail banking companies as they work hard to maintain and improve bottom line profitability.