Financial Services

Six Things That Banks Should Avoid During Customer Experience Transformation

Brand Strategy, Financial Services / Michelle Kwok

For banks, Customer Experience (CX) transformation is full of challenges and opportunities. As markets evolve, new regulations are introduced, and financial behaviors shift, businesses must adapt and reinvent themselves to stay relevant. Drawing insights from our studies, particularly from our white papers “Overcoming Stealth Attrition In Retail Banking” in 2017 and “How Branch-Focused Customer Experiences […]

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SLD Recognized at The China Business Impact Awards

Michelle Kwok

We’re thrilled to share that SLD was awarded second place for the “Most Innovative Business Solution of the Year” under the China Business Impact Awards, in recognition of our new prototype branch design project for Chongqing Rural Commercial Bank (CQRC)! The China Business Impact Awards are organized by CanCham Shanghai, supported by the Consulate General

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Is Retail Banking Ready For AI-Driven Advice?

Digital Experiences / Matthew Wilson

Since the launch of ChatGPT in late 2022, generative AI has been a popular topic of conversation. Microsoft’s Copilot, Google’s Gemini, and Claude followed, as ChatGPT ignited an AI race. What was once science fiction is now a reality, with AI assistants that can respond to almost any question. Since their introduction over a year

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CQRC

David Magnus

https://www.sld.com/wp-content/uploads/2024/02/SLD_CaseStudy_CQRC_Header_720.mp4 BRANCHING OUT INTO COMMUNITY A prototype design for banks that harmonizes financial service with local nature and culture. CLIENT Chongqing RuralCommercial Bank PROJECT New Prototype Branch Design RELATED SERVICE Retail DesignDigital Experiences https://www.sld.com/wp-content/uploads/2024/02/SLD_CaseStudy_CQRC_ReceptionDigital.mp4 THINK To demonstrate its commitment to the local community, Chongqing Rural Commercial Bank (CQRC) needed a modern and approachable prototype design.

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Think Ahead for 2024: What Brands Need to Know

Brand Strategy / Michelle Kwok

2023 has witnessed many changes in brand transformation, from the controversial rebranding of Twitter to X, Nokia’s futuristic wordmark, and PepsiCo’s new logo and identity. Many of these changes were driven by the need to remain relevant to existing consumers while appealing to younger segments who look for brands to reflect their self-image. With the

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The Future of Seamless Banking and Financial Advice: EU/UK vs. North America

Digital Experiences / Jean-Pierre Lacroix

Shikatani Lacroix Design (SLD) was invited to speak at the ebankIT Summit in Portugal on the future of seamless advice and its impact on customer loyalty in the banking sector. The presentation was based on a consumer study with a detailed comparison of the banking industry in North America and the EU/UK. It revealed nuanced

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Unlocking a World of Seamless Banking: Empower Customers at Every Step

Digital Experiences, Financial Services / Michelle Kwok

The financial industry is transforming rapidly. From multi-channel approaches to omnichannel experiences and the rise of AI-driven seamless banking, institutions are embracing changes at various stages. This transformation is being accelerated by Europe’s enthusiastic embrace of open banking, which will shortly be followed by open finance. Together, they offer customers greater control over their financial

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Banking On Advice – CXFS 2023

Matthew Wilson

In 2017, we began a study to understand better client loyalty in banking and the causes of stealth attrition. The findings were alarming, with only 4% of customers viewing their financial institution as a reputable source of financial advice, and many opting for online-only banks. According to a study we conducted on the state of

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Inclusivity In Retail Banking

Financial Services / Matthew Wilson

Why study inclusion now? It’s been a hot topic for the past ten years, with chief diversity officers and DEI training becoming more commonplace. However, a backlash against “wokeness” is rising, driven by social media and hard-right politicians. Brands increasingly find themselves targeted for acts of inclusion, such as partnering with LGBTQIA+ content creators or

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How to Reduce Customer Attrition in Banking: Insights and Strategies

Financial Services / Matthew Wilson

How To Overcome Customer Attrition? From NPS scores to customer account depth and new customer acquisition, financial institutions track a plethora of metrics to gauge the health of their business. But what if these metrics are lagging predictors of future success, and financial institutions need to focus on what is truly important? As seen on

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The State Of Banking: Achieving The Ideal Customer Experience

Financial Services / Matthew Wilson

Building on our 2017 North American Retail Banking Stealth Attrition study and the follow-up, Measuring what Matters, in this paper we explore the state of the banking industry across the globe, leveraging insights from hundreds of thousands of respondents across three continents through Statista’s global quarterly surveys. Through enormous data, we explore the current state

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5 Mistakes Banks Are Making With Bank Branch Closures

Financial Services / Matthew Wilson

Digital banking has become a priority for many central banks during the pandemic. As a result, many financial institutions have taken advantage of the opportunity to reduce their branch network. According to research, 2021 had one of the highest rates of bank closures, up 38% from the previous year. With banks making decisions to close

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Why Digital Banking Services Can’t Beat The Superior Branch

Financial Services / Matthew Wilson

Banking trust is still regarded as one of the top priorities for consumers, with research indicating that it is one of the most important factors in selecting a bank. It is critical to demonstrate trust as a brand and as a service in order to attract customers and create customer engagement. With the rise of

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Tsinghua PBCSF Global Finance Forum 270x170

Jean-Pierre Lacroix Interview with BAI

Matthew Wilson

SLD President Jean-Pierre Lacroix was recently featured in an interview for BAI, a non-profit organization offering financial insights and empowering financial leaders. Jean-Pierre was interviewed for the November Executive Report on Digital Banking, sharing his thoughts on digital banking and new opportunities that the Metaverse provides the industry. The overall report focuses on how digital banking is

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Cash In The USA 2022

Matthew Wilson

SLD conducted a study to help financial institutions think more broadly regarding the consequences of branch closure while providing insights that will empower their branch network and banking services to remain relevant. Ultimately, this answers the question: How to provide an integrated customer experience leveraging a new distribution/branch model and a best-in-class digital experience? The

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Why Bank Branches Are The Solution for Successful Digital Transformation in Banking

Financial Services / Matthew Wilson

Most financial institutions continue to prioritize digital transformation and digital technology, leveraging their online and mobile platforms to reduce customer attrition caused by branch relocation and closure. As a result of this shift, many banks and credit unions have shifted from traditional banking to digital-first institutions. This change increases online and mobile customer usage and

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Bank Customer Experience Summit 2022

Matthew Wilson

The Bank Customer Experience (BCX) Summit provides bank executives with powerful insights into financial trends, as well as highlight innovative technology that will assist today’s financial institutions in transforming themselves to serve consumers now and in the future. https://youtu.be/Y34v8aevTCY TRANSCRIPT Jean-Pierre Lacroix First of all, thank you very much for joining us today. It’s

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5 Interesting Ways to Humanize the Banking Customer Experience

Financial Services, Retail / Jean-Pierre Lacroix

The Banking Experience Summit recently convened leading bankers from three continents in Chicago to discuss the industry’s challenges and the future of banking. The two-day event drew more than 40 top institutions, ranging from large national and regional banks like JP Morgan Chase and Regions Bank to a diverse range of mid-sized institutions and credit

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The Future of Payment Systems

Financial Services, Retail / Matthew Wilson

The future of payment systems has been evolving as technology continues to make its mark on the payments landscape. Finance and retail have long been inextricably linked, and with customers obsessing over the latest technology, payment systems have had to keep up. In this dynamic environment, businesses are increasingly exploring innovative solutions to streamline transactions,

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Regions Bank

Matthew Wilson

https://www.sld.com/wp-content/uploads/2022/07/RegionsSizeGRN.mp4 BANKING ON EXPERIENCE Redefining the branch experience for millions of customers in the Southern USA. CLIENT Regions PROJECT Regions Bank RELATED SERVICE Brand delivery Brand Strategy Digital Experiences Environmental Design THINK Regions Bank needed a change as their customers were shifting towards online and digital banking services. Regions Bank approached SLD in need of

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Financial Services

Six Things That Banks Should Avoid During Customer Experience Transformation

SLD Recognized at The China Business Impact Awards

Is Retail Banking Ready For AI-Driven Advice?

CQRC

Think Ahead for 2024: What Brands Need to Know

The Future of Seamless Banking and Financial Advice: EU/UK vs. North America

Unlocking a World of Seamless Banking: Empower Customers at Every Step

Banking On Advice – CXFS 2023

Inclusivity In Retail Banking

How to Reduce Customer Attrition in Banking: Insights and Strategies

The State Of Banking: Achieving The Ideal Customer Experience

5 Mistakes Banks Are Making With Bank Branch Closures

Why Digital Banking Services Can’t Beat The Superior Branch

Jean-Pierre Lacroix Interview with BAI

Cash In The USA 2022

Why Bank Branches Are The Solution for Successful Digital Transformation in Banking

Bank Customer Experience Summit 2022

5 Interesting Ways to Humanize the Banking Customer Experience

The Future of Payment Systems

Regions Bank

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