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 […]
Think Ahead for 2024: What Brands Need to Know Read More »
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
The Future of Seamless Banking and Financial Advice: EU/UK vs. North America Read More »
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
Unlocking a World of Seamless Banking: Empower Customers at Every Step Read More »
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
Banking On Advice – CXFS 2023 Read More »
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 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
How to Reduce Customer Attrition in Banking: Insights and Strategies Read More »
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
The State Of Banking: Achieving The Ideal Customer Experience Read More »
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
5 Mistakes Banks Are Making With Bank Branch Closures Read More »
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
Why Digital Banking Services Can’t Beat The Superior Branch Read More »
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
Jean-Pierre Lacroix Interview with BAI Read More »
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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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
Why Bank Branches Are The Solution for Successful Digital Transformation in Banking Read More »
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
Bank Customer Experience Summit 2022 Read More »
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
5 Interesting Ways to Humanize the Banking Customer Experience Read More »
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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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
https://www.sld.com/wp-content/uploads/2022/05/header_1.mp4 POWERING THE BRANCH OF THE FUTURE Immersive digital experiences bring to life what the future holds for the banking industry. CLIENT Intel PROJECT Bank of the Future RELATED SERVICE Digital Strategy AR / VR Experiences Strategic Foresight THINK Intel’s technology has been at the heart of computing breakthroughs. Financial institutions today are going through
With financial institutions offering rewards programs for both employees and customers a standard practice, the question remains – just how effective are they? This question is what SLD’s recent study attempts to answer, identifying that financial institutions are facing both a justification of their investments while also avoiding both employee and customer defections. With
Taking Rewards and Recognition to the Next Level Read More »
How do you measure experience? This is the question SLD’s recent study aims to answer. Justifying the business case for transformation through return-on-investment metrics has been a critical challenge for financial institutions on the path to “physi-digital” experiences. However, some factors are more easily measured than others. The emphasis on supporting business decisions with fact-based,
Measuring what matters Read More »
The movie Ready Player One, live events hosted by Fortnite, and Facebook’s recent name change to “Meta” are all harbingers of a coming advance in technology that will be a game-changer: the metaverse. Just how far away we are from the vision Mark Zuckerberg laid out in his infamous video is a subject of great
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