As banks continue to navigate the new normal of rising customer expectations with the need for innovative digital solutions, there is still a lot of learning to be had. Customer engagement at banks has evolved from multi-channel to a more holistic and seamless omnichannel strategy, but what happens when banks aren’t seeing the results from these tools and investments?

Lack of consistency and friction across channels can lead customers to frustration and disengagement. How can banks effectively break through the noise of so many channels today while also being mindful of customer preferences and needs?

Join us for a discussion led by BAI’s Holly Hughes with Jonas Ng, COO at Laurel Road, on his experience with engagement in banking and how he has leveraged a new kind of digital channel that maximizes the best of omnichannel in one place to drive more outcomes and satisfaction.

Key takeaways:

• How to navigate the new normal where fast innovation is key to success
• The impact that an innovative digital channel can have on bank outcomes
• The importance of digital in a bank's engagement strategy

THOUGHT LEADERS:

Jonas Ng
Chief Operating Officer
Laurel Road

Jonas Ng is the COO for Laurel Road, KeyBank's fast-growing Fintech subsidiary. He leads operational excellence in customer acquisition, onboarding, credit/underwriting, risk management, quality control, and sales/servicing. Prior to his current role, Jonas served as the Head of Digital for Commercial Banking & Enterprise Payments for KeyBank. He drove the strategic direction of digital properties/capabilities for KeyBank’s Commercial, Middle Market, Small Business, and Enterprise Payments businesses. He also ran the Financial Wellness Product Team and served as Financial Wellness Strategy leader. In those roles, he developed a comprehensive strategy to bring Financial Wellness to market for KeyBank’s Consumer Bank.

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).