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BAI Banking Strategies is a weekly show that focuses on the key issues impacting financial services leaders. We bring you objective opinions and actionable insights to power smart decisions. Hosted by BAI managing editor Lou Carlozo.

BAI Banking Strategies is a weekly show that focuses on the key issues impacting financial services leaders. We bring you objective opinions and actionable insights to power smart decisions. Hosted by BAI managing editor Lou Carlozo.
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BAI Banking Strategies is a weekly show that focuses on the key issues impacting financial services leaders. We bring you objective opinions and actionable insights to power smart decisions. Hosted by BAI managing editor Lou Carlozo.






8.04: Customer service that surpasses expectations

Stellar service doesn't stop at meeting basic customer needs: It means anticipating them to build the foundation of a strong relationship and a more "human" experience. That also means leveraging technology to free up valuable time so bankers and clients can interact on issues that matter. John Maniscalco, senior vice president, head of customer experience and retail productivity at TD Bank, outlines the elements of peerless customer treatment and interaction in advance of his appearance...


8.03: Retail banking's summer of challenges and changes

Deposits and interest rates are rising and that's good news for big banks. But questions remain as to how smaller banks will land their market share--and how potential disruptors such as Amazon could change the picture for all. Betty Cowell, senior advisor at Simon-Kucher & Partners, shares what banks can expect in the second half of 2018.


8.02: Giving struggling consumers a second look

Many Americans live paycheck to paycheck, or hang on to the point where one financial emergency could create financial chaos. Banks can help these people by encouraging and building financial literacy, which in time can foster lasting customer loyalty. Luvleen Sidhu co-founder, president and chief strategy officer of BankMobile, discusses breakthrough practices that can help make a difference.


8.01: Small business lending that makes a big difference

The banking industry knows by now that it’s missing major opportunities to tap the small business lending market. But between paperwork hassles for borrowers and return-on-investment fears from lenders, it’s left a void for FinTechs to exploit. Sam Taussig, head of global policy at Kabbage, explains how online platforms are taking the friction and guesswork out of small business loans.


7.08: From going digital to growing digital with power and purpose

In 10 years, the banking landscape has accelerated to digital warp speed, bringing with it mobile apps, remote deposit capture, chatbots, upstart startups and the first stirrings of artificial intelligence. But is the temptation to keep up a trap: one that compels financial institutions to try being all things to all people? Julien Corbe, who leads PwC's U.S. Financial Services Advisory, weighs in on how banks can gain focus and renewed perspective through picking the right projects—and...


7.07: How efficient banks can bolster small businesses

Small businesses are healthy, and the fundamentals are strong. But bankruptcies are up, and small businesses with good credit have big decisions to make in terms of investing back into equipment and hiring. Are owners finally ready to take their growth, enthusiasm and investment to the next level? And how can banks help? Gavin Harding, senior business consultant with Experian, surveys the landscape and discusses a range of topics from the march of digital technology to regulatory risk—all...


7.06: How banks will win customers in a "do it for me" payments world

With artificial intelligence taking off, banks find themselves in an unprecedented position to meet and anticipate customer needs. But on the payments side of the equation, there's still a struggle to connect the dots of consumer experience. Can financial institutions play the role of catalyst? Fran Duggan, CEO of Payrailz, shares how banks can indeed make it happen—though he stresses that there's still a long way to go.


7.05: The bank branch dilemma: Smart answers to vexing questions

The conversation surrounding bank branches, and their future, continues to dominate conversation in financial services. Varibles run the gamut from staffing levels to overall customer usage, and how the latter will drive quality and quantity in the former. David Kerstein, president and founder of Peak Performance Consulting Group, reveals how the common branch assumptions aren't always spot on, while offering precise insights on the road ahead--including what needs to change and how.


7.04: A Netflix talent guru weighs in on bank talent management

In her time at Netflix, Patty McCord help create a much-acclaimed slide deck on talent management that has been seen by millions. In McCord’s podcast, this BAI Beacon keynote speaker and author of the new book “Powerful” talks about why banks should do away with both performance reviews and the notion of the “empowered” employee.


7.03: Building the best defense against crooks and hackers

Cybersecurity at banks, to quote BAI managing director Karl Dahlgren, is a constant game of Whac-A-Mole as institutions struggle to stay a step ahead of resourceful, relentless malefactors. Yet for all the concerns, banks are only as strong as their weakest link—which in some cases might be an anemic office password such as “1234.” David Bryan, the self-described “Breaker of Things” for IBM’s X-Force Red, reveals how white hat hackers test (and often defeat) the cybersecurity measures...


7.02: FinTech, payments and the revolution-evolution crossroads

Today’s FinTech industry covers such a wide swath of innovation and invention, it’s harder than ever to identify specific pockets of major forward movement. Even the concept of artificial intelligence too often lacks clarity as it pertains to banking breakthroughs. On thing’s for sure: Competition between banks and high-techs is evolving into cooperation. Meanwhile, the revolution continues as tech traction in payments couldn’t come at a better time. Lamia Pardo, Senior Vice President of...


7.01: The mark of banking leaders: A culture of spirit and innovation

For all its focus on metrics and earnings reports, the banking world too often overlooks a non-numerical variable: standout culture. Yet that softer side of the equation, when in balance, produces numbers that are tough to beat. USAA boasts the industry's highest Net Promoter Score, reflecting how much their customers praise them. And Zachary Gipson, USAA's Chief Innovation Officers, says without reservation, "We love our members." Gipson takes us behind the scenes of USAA's innovation and...


5.06: Emotional bonds, customer connection and lasting loyalty

Like never before, data analytics can unlock the secrets of customer loyalty through what was once considered a soft, non-specific metric: emotional motivations for doing business. While this represents an exciting step beyond measuring customer satisfaction, many banks are understandably puzzled as to how to quantify emotional connection—and turn that information into actionable insights that yield rich rewards. Dan Leemon, senior executive advisor at Motista, explains the links between...


5.05: How and why incentives excite employees

Banks concerned with bolstering their bottom line need to examine the ROI that comes from creating peerless incentive packages. Chris Thurmond of First Tennessee Bank explains the finer points of employee incentive programs, including how such packages spark loyalty and efficiency in a workforce charged with making customers happy.


5.04: A community bank’s drive to thrive

As though today's banking industry hurdles aren't enough, community banks are fighting to keep their customers happy in an era of high-stakes high tech and increasing competition for all corners. Nancy Graves, CEO of the Bank of New Jersey, shares how her institution found its place in the market, which in turn has preserved an excellent standing among its Garden State clientele.


5.03: The unstoppable rise of RegTech

Though regulation technology might be seen as just another FinTech subset, it's anything but. In shifting regulatory and compliance efforts into the digital age, RegTech promises to deliver high speed, low costs and much more efficiency. Jo Ann Barefoot of Barefoot Innovation Group describes how the changes are already making a profound impact and creating new business opportunities in the financial services world.


5.2: Women and business banking: Making a difference, understanding differences

When banks interact with female business owners, they must bring more to the table than cookie-cutter solutions as these clients face particular challenges—and have particular wants—that set them apart. Beth Marcello, director of women's business development for PNC Bank, discusses what women value in their financial dealings, and how perceptive bankers can help them confront debt aversion and grow their businesses like never before.


5.01: Local banks and the drive for talent engagement

Community and mutual banks that have survived consolidation and attrition have found that meaningful local involvement extends beyond setting up a table at a summer festival. Michael Rauh, president and CEO, of Chelsea Groton Bank in Connecticut shares how his bank launched “160 Acts of Kindness” to mark the institution’s 160th anniversary. He also discusses how banks can learn solid lessons in talent engagement from companies outside the industry such as Disney.


4.09: How hedge funds evaluate banks

Before hedge funds decide which banks to invest in, they compile questions—lots of them—that reveal a 360-degree view of the financial institution from management, monetary and credit strength angles. Tom Brown of Second Curve Capital explains how his decades of experience have helped him develop the litmus tests that reveal which make banks make for sound investments—and shares his views on crucial, near-term variables from deregulation to digital technology.


4.08: The artificial intelligence adoption gap

For all the recognition artificial intelligence has enjoyed in the banking community, it hasn’t yet found a nearly equal level of adoption. With all the questions, misconceptions and curiosity surrounding this game-changing technology, Jim Marous, the publisher of Digital Banking Report, shares some of the latest findings by way of his newly published report, on the eve of its formal presentation at BAI Beacon.