#2788: BAI Banking Outlook Survey Shares Top Priorities for FI Leaders Heading into 2022...

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Be sure to watch the full episode located below the show notes.

BAI Managing Director Karl Dahlgren joined us on the show to share the latest insights gained from their “BAI Banking Outlook: Are you prepared for 2022?” survey. Here some of the items we discussed:

• Biggest priorities for financial services leaders heading into 2022 
• Most important elements of member experience form the perspective of the consumer
• Most important data points financial service leaders should focus on when it comes to serving Gen Z 
• Significance of cryptocurrency capabilities for today's member
• How channel preferences are shifting and what impact does that have on the branch network (which turned into a very interesting discussion on branches and how Gen Z views in-person services)

In addition, here some numbers gleaned from their research:

• By 2024, consumers expect 61% of their banking business to be digital and 39% human assisted with the biggest projected increases coming from mobile and ATM.   
• Despite 53% of Gen Z and 52% of Millennials reporting they were invested in cryptocurrencies or in a fund with exposure to crypto, very few financial service organizations currently have plans for cryptocurrency with 76% reporting, “We have no crypto plans.”  
• The biggest business challenges for bankers in 2022 is improving the digital experience and new customer acquisition. Only 9% of bankers describe their digital CX as excellent. 

Check it out and let us know your thoughts. And be sure to watch the entire episode below for all the details.