The acceleration of digital banking provides endless opportunities to empower customers with self-service banking. It has also illuminated the challenges of trying to match the digital experience with the in-person experience that banking customers have come to expect.

To overcome this, financial institutions have made channel-specific investments at different stages of the customer journey aimed at improving the customer experience. The focus on point interactions versus the full journey has created siloed experiences resulting in inconsistency, frustrated users, and an increased cost of service.

Join us for a conversation about the key differences between customer experience and customer engagement and learn how a customer engagement focus builds and grows relationships that translates to loyalty, trust, and retention.

Key takeaways:

• Discover the importance of customer engagement in delivering consistent experiences across all channels
• Learn how a focus on customer engagement improves operational efficiency while also improving quality of service
• See examples of how banks and credit unions are leveraging customer engagement strategies to bridge the digital and human-assisted experience

PRESENTERS:

Bill Clark
CEO
Engageware

Bill Clark is the CEO of Engageware, the leading provider of customer engagement solutions. He drives all aspects of Engageware’s business, directing the company’s growth, continued innovation and market leadership. Under his leadership, Engageware achieved an unprecedented milestone enabling consumers to schedule more than one billion appointments. A former banking executive who’s worked with financial services organizations for more than 30 years, Bill has amassed expertise building and scaling companies based on a unique combination of early-career, blue-chip company training and entrepreneurial, hands-on management experience in developing innovative, market leading software companies.

Sidra Berman
CMO
Engageware

Sidra Berman is CMO of Engageware and leads the marketing team for the organization. She has a successful track record of generating profitable growth at both start-up and turn-around organizations, aligning go-to-market and product strategy with the target markets, and identifying opportunities and creating strategies to expand market share.

MODERATOR:

Matt McGuire
Director, Digital
BAI

Matt McGuire leads the digital content and marketing team at BAI. Since joining the company in 2016, he has launched several new products that have grown BAI’s digital audience, portfolio and revenue. He and his team continue to find new ways to share actionable insights with financial services leaders. Matt has more than 20 years of experience in the digital space, first as a writer and editor, and later as a product owner and strategist.