Leveraging Technology to Enhance Customer Experience
January 17, 2017
FinTech Forward provides the financial services community with a comprehensive and forward-looking view of the strategic imperatives driving bank technology, both from the vendor and the user perspectives. Over the next several months, we’ll be launching a series of FinTech Forward webinars designed to provide financial services leaders with actionable insights.
Customer experience is crucial to brand loyalty and customer longevity. And let’s face it; technology plays a huge role in the digitally savvy consumer’s perception of how well their needs are met. While many financial institutions tend not to think much of their online offerings, they are trusted by customers above almost any other service provider and report greater satisfaction with online banking than expected. So how can financial institutions take their services and customer satisfaction to the next level?
In this complimentary BAI and American Banker webinar, we’ll explore insights from the BAI Retail Banking Outlook alongside Kasasa’s retail strategy using technology to maximize the customer experience to drive profit and growth.
Key Takeaways Include:
- Highlight shifts in digital banking trends and customer satisfaction
- Examine ebbs and flows of the customer lifecycle (and the role technology plays)
- Extract and apply data to attract and engage customers
- Leverage technology to maximize consumer relationships
Robert Barba is the technology editor of American Banker and editor-in-chief of Bank Technology News. Prior to his move to the technology beat, Robert served as deputy editor of American Banker's deal-making and strategy section. He joined American Banker in late 2007 as a community banking reporter, just in time for the financial crisis. Robert played a lead role in covering community banks' struggle for survival in the years following the downturn. Robert has appeared on Fox Business to discuss bank failures and the Treasury Department's Troubled Asset Relief Program. Prior to joining American Banker, Robert was a general business reporter at Scripps Treasure Coast Newspapers in Stuart, Fla. He began his career as a business desk intern at The Denver Post and Boulder Daily Camera. Robert is based in New York.
A 20-year veteran of the banking industry, Keith Brannan increases ROI for community financial institutions by aligning organizational design, brand strategy, market initiatives, and sales objectives.
Keith is Chief Marketing Officer of Kasasa®, an innovative leader in branded, community-powered banking products proven to drive profit and growth. He directs growth initiatives for BancVue and nearly 750 client community financial institutions.
He also drives adoption of Kasasa®, a national brand of free rewards checking accounts offered exclusively at select community financial institutions.
Keith successfully led Country Financial’s largest growth initiative to increase ROI, define corporate strategy, and reposition the company.
Mark is an industry veteran who brings a wealth of expertise to BAI clients. He delivers industry insights and BAI benchmarking program updates to keep our clients informed on critical industry information and their relative performance in the market. Prior to joining BAI, he held consulting and sales positions with Open Solutions, Deluxe Corporation, and various Chicago-area banks for more than 20 years.