Award of Distinction for B2B Communication, report explores opportunities to strengthen connection & engagement in branch banking
Thursday, May 7, 2026 – Honoring creative communications across multi-channel platforms, the Academy of Interactive and Visual Arts (AIVA) recently named the winners of their 32nd annual awards competition. The 2026 Communicator Awards has recognized Adrenaline’s business-to-business communications in the Marketing Effectiveness category for Closing Customer Experience Gaps in Branch Banking. This award of distinction spotlights work that exceeds industry standards in quality and performance, reflecting Adrenaline’s high level of thought leadership across the banking industry.
Developed from more than 50 mystery shops conducted in bank and credit union branches nationwide, the report reveals the disconnect between customer expectations and the realities of today’s in-branch experience. The findings show recurring points of friction in branch hospitality, meaningful personalization, advisory engagement, and digital integration. At the same time, the report identifies opportunities for financial institutions to create stronger, more durable connections with customers.
Rather than relying solely on survey responses, Adrenaline’s research team evaluated branches through real-world customer scenarios, documenting how staff interactions, physical environments, and operational flow influence customer perception. Pairing qualitative observations with supporting industry data and visual design, the report translates complex findings into accessible, action-oriented guidance for banking leaders. The report is a must-read for those seeking to modernize retail delivery and strengthen brand promise at the branch.
“This recognition highlights the strength of strategic research and compelling storytelling,” says Gina Bleedorn, President and CEO at Adrenaline. “The team created something highly-relevant for financial institutions at a moment when banks are deepening investments into relationship environments.” Juliet D’Ambrosio, Chief Experience Officer, says, “What makes this work especially impactful is that it’s rooted in direct observation. Mystery shopping provides a uniquely honest lens into how branches are actually experienced by customers, allowing institutions to positively influence loyalty and long-term growth.”
Designed as a valuable industry resource, the publication combines qualitative findings, market research, customer journey analysis, and operational recommendations into a structured framework for improving branch performance. The multi-channel campaign supporting the launch exceeded engagement goals across downloads, click-through rates, landing page traffic, and earned media reach. Grounded in real-world findings, the report is an indispensable guide for banks and credit unions to identify where their own branch experiences succeed, where they fall short, and what to prioritize first to close the gap between intention and execution.
The Communicator Awards recognizes excellence, effectiveness, and innovation across all areas of communication, including digital, video, audio, and print media. With categories spanning everything from brand storytelling to multiplatform campaigns, the awards showcase the best in strategic communications across the country. Judged by the Academy of Interactive & Visual Arts (AIVA), the awards competition received over 3,000 entries in 2026.
