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Customer Engagement: The Critical Factor in Developing and Retaining Customer Relationships

In this report, BAI and Engageware share research and key insights on customer engagement and how it can help your bank or credit union develop and retain relationships with customers and members. You’ll learn:

  • Banking leaders and customers’ viewpoints on trust, loyalty, and CX/MX
  • How to increase levels of engagement, both in person and digitally
  • The importance of empowering employees to deliver engaging support

Download this report to discover the difference between customer experience and customer engagement and why a customer engagement focus is so important for banks and credit unions.  

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Suggested Resources

  • eBook
    ENGAGE 2023: Customer Engagement in Banking Annual Trends Report
    In August 2022, Engageware partnered with market research firm, Infosurv, to conduct the annual survey of banking professionals in the United States. This research explores the strategic priorities of U.S.- based banks and credit unions, their current initiatives, and their outlook on customer engagement for the coming year. This year the research was also complemented by a survey of U.S. banking consumers’ attitudes, behaviors, and expectations. In this report, we look closely at both of those surveys to explore trends and perceptions of customer engagement among industry professionals and unpack the priorities and strategies banks and credit unions plan to employ for fostering stronger customer engagement in 2023.
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