Complex regulations, AI-enabled business change, increasingly uncertain economic landscape, changing customer expectations… The list goes on when it comes to the challenges today’s banking leaders must address to achieve their key goals.

Aberdeen Strategy & Research recently finished a study of how financial firms around the world plan and execute customer experience (CX) and operational programs. The findings revealed that balancing cost-cutting measures, such as growing use of self-service, while elevating the quality and consistency of customer experiences reigns supreme. However, achieving these goals is not easy. For that, firms must minimize and address friction across the broader CX value chain — spanning all business departments.

Don't miss this informative and thought-provoking webinar, featuring latest research findings on:

• Top CX strategies driving today’s banking leaders’ agenda
• The role of frictionless CX on key business results
• Where & how best-in-class banks use AI & automation
• Pitfalls to avoid to get the most out of AI-enabled CX
• Building blocks best-in-class firms use to deliver frictionless CX
  

THOUGHT LEADERS:

Omer Minkara
Vice President & Principal Analyst
Aberdeen Strategy & Research

Omer Minkara is the VP & Principal Analyst leading the contact center & customer experience management research within Aberdeen. In his research, Omer covers the best practices and emerging trends in the technologies and business processes used to enhance the customer experience across all channels (e.g. social, mobile, web, email and phone). Omer’s research is widely consumed by senior-level customer care, contact center, sales, marketing, IT and service executives. He has published numerous industry research papers, which are used by worldwide executives to build and nurture strategic customer engagement programs. Omer also speaks frequently with global decision makers to discuss their contact center and customer management activities.

Holly Hughes
Chief Marketing Officer
BAI

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).