BAI Webinar

Humanizing the
Digital Experience

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RECORDED: November 6, 2018
TIME: 1:00 - 2:00 PM CT

BAI Beacon has teamed up with Jim Marous and Digital Banking Report on the release of a new report, Humanizing the Digital Experience in Banking. With such a huge emphasis by financial services organizations on digital transformation, coupled with consumers’ shift to self-service channels, it’s easy to forget the “human” aspect in the customer relationship.

Join us for this complimentary BAI webinar where you will hear new research that will illustrate ways that financial services organizations are using data, analytics and digital technology to humanize the customer experience in banking around the globe.

Key takeaways include:

  • In-depth insights into what consumers expect from their financial services organization related to digital technology and personalization
  • How organizations are responding to these needs
  • A gap analysis that will allow organizations to understand shortfalls related to the development and use of data, advanced analytics and digital technologies in humanizing the digital experience

Webinar registrants will receive a complimentary copy of the newly published Digital Banking Report, “Humanizing the Digital Experience in Banking”. Offer expires 11/30/18.


Jim Marous
Owner & Publisher
Digital Banking Report

Named as one of the most influential people in banking and a top five financial services influencer to follow, Jim Marous is an internationally recognized industry futurist, co-publisher of The Financial Brand and the owner and publisher of the Digital Banking Report. As a sought-after speaker, author and recognized authority on disruption in the financial services industry, Marous has been featured by international press and has spoken to audiences worldwide.

Rilla Delorier
Executive Vice President, Chief Strategy Officer
Umpqua Bank

As Executive Vice President and Chief Strategy Officer for Umpqua Bank, Rilla Delorier oversees the company’s creative, product and technology teams to develop and implement strategies that move the company forward. Delorier is known for her ability to change organizations from the inside out and unlock growth by inspiring employees, delighting customers and transforming brands to stand for something meaningful in the marketplace.

As the Chief Marketing Officer for SunTrust for seven years, Delorier influenced the CEO and Board of Directors to become a purpose-driven company. She led an effort with HR to change the values, guiding principles and performance measures for the company. She partnered with each LOB leader to transform their service offering and client experience and repositioned the SunTrust brand to align to purpose. These efforts resulted in 47% increase in brand consideration, significant increases in employee retention and engagement, industry-leading client loyalty, as well as a 30% increase in client profitability, 50% reduction in client attrition and meaningful market share growth.

Most recently Delorier led the Retail Line of Business at SunTrust, representing $2.7 billion in revenue, 9,500 employees, 1,400 branches and all digital channels. Delorier has her MBA from Harvard Business School, her B.S. in Marketing and Management from The University of Virginia, and she has been repeatedly named to American Banker’s Top 25 most powerful women in banking.


Holly Hughes
Chief Marketing Officer

Holly leads strategic marketing planning and execution for BAI. She joined BAI in 2014, bringing with her more than 20 years of marketing experience across diverse industries. Most recently, she served as Senior Vice President & Marketing Director for Fifth Third Bank.