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Bank Profitability: Decoding the Income Statement

Tom Spencer

A bank’s income statement can be simplified into five main line items: Net interest income Non-interest income Operating expenses Provision for credit losses (PCL) Tax Image 1: Illustrative example of a bank’s income statement Source: CIBC’s 2022 Annual Report 1. the spread).

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6 ways to renew (and stick to!) your CX vows

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Fast forward to 2022—successful brands who continue to grow, innovate, and advance in the digital space need to answer the question: Are we sticking to the human side of the experience? 3 questions to ask during this step: What metrics will you use to benchmark and improve the customer experience?

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