BAI Webinar

Consistent customer experience during bank transformations

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RECORDED: February 28, 2023
TIME: 1:00 - 1:30 PM CT

How can financial institutions prepare for a transformation while ensuring no disruptions to ‘business as usual’? Since no transformation happens in a vacuum, there will always be challenges to maintain normalcy to the customer and employee experiences.

While modernizing, there are also opportunities to leverage and partner with the wider financial services ecosystem to prevent you from putting up ‘under construction’ signs.

Join us for a conversation led by BAI’s CMO Holly Hughes with Ajay Bhandari, Vice President, Regional Head – Financial Services at Infosys and Ken Meyer, Chief Experience & Innovation Officer at Truist, as they discuss how to satisfy and exceed both customer and business expectations during the transformation journey. Hear real world examples from Truist’s merger of BB&T and SunTrust and how they maintained a consistent customer experience.

Key takeaways:

  • Preparing for a transformation while minimizing disruptions to your customers and employees
  • Prioritizing and delivering high-quality customer experiences
  • Partnering with others in the ecosystem to quickly and efficiently drive the transformation journey

Colleen Wilson

Ken Meyer
Chief Experience & Innovation Officer

Ken is divisional chief information officer and experience officer for consumer technology, experience, and innovation at Truist Financial Corporation. Ken joined in December 2013 from Accenture where he worked with leading financial institutions. His industry experience has centered on retail and commercial banking clients, leading large transformation and business process design programs, and large system implementations.

Ajay Bhandari
Vice President, Regional Head – Financial Services

Ajay is Vice President, Regional Head – Financial Services and heads the US mortgage sub-vertical and strategic banking accounts at Infosys. He has over 28 years of professional experience working across US, UK and India. Prior to his current role, Ajay was the Global Delivery Head for Advanced Technologies (Data, Digital and Enterprise Packages) for FSI clients. Prior to joining Infosys, he worked with Tata Consultancy Services and HCL-HP.

Holly Hughes
Chief Marketing Officer

Holly leads strategic marketing, digital thought leadership, events and strategic programs for BAI. She joined BAI in 2014, bringing with her more than 20 years of marketing and leadership experience across a number of industries. Most recently, she served as SVP and Marketing Director for Fifth Third Bank. Prior to Fifth Third, Holly held a senior marketing leadership position at MidAmerica Bank, a leading community bank in the Chicago market (now PNC).
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