BAI Banking Outlook Webinar

Creating customers for life through improved onboarding & experiences

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RECORDED: June 14, 2022
TIME: 1:00 - 1:30 PM CT

The BAI Banking Outlook research on 2022 trends included a number of insights on current and future customer experience trends by generation. In this webinar, you’ll gain insights on building onboarding experiences that create trust and develop loyalty through improved experiences across the customer journey.

Holly Hughes, BAI CMO, will share BAI’s latest research and host a conversation with Greg Jacobi, VP & GM, Banking Industry Solutions & Strategy at Salesforce, on why focusing on the customer experience is key for financial services leaders to acquire and retain customers in today’s increasingly competitive environment.

Key takeaways:

  • How trust is built across different consumer generational segments during onboarding and beyond
  • What shifts are occurring in delivering advice across generations and the role technology plays in the customer experience
  • How to separate the “banker” from the “branch” and focus on relationships
  • Where sustainability and ESG considerations factor into customer preferences


Greg Jacobi
VP & GM, Banking Industry Solutions & Strategy

Greg Jacobi is Vice President and General Manager for Salesforce’s Banking and Lending product practice. In this capacity, Greg and his team of innovators work in partnership with Customers to accelerate the outcomes of their strategic plan and build the future of banking together. Prior to joining Salesforce, Greg has held leadership roles in the financial services industry. He has led engineering teams to drive meaningful digital transformation and has held the P&L accountability for lending lines of businesses, marketing, and distribution channels.

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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