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BAI Deep Dive:

Personalizing the Customer Experience

September 21-23, 2021

This complimentary, three-day series of on-demand content provides financial services leaders with actionable insights.

With online retailers like Amazon regularly showing us products related to our past purchases and streaming services like Netflix highlighting programs based on our viewing history, society has come to expect a personalized customer experience.

Personalization has also become a must-have for businesses — it improves bottom lines and customer satisfaction. This necessity has banks and credit unions looking for new ways to take personalization to the next level.

Get insights, trends and research on personalizing the customer experience from financial services leaders and solutions providers during BAI’s three-day series.

Tuesday, Sept. 21

Panel discussion: Hear from industry leaders on the opportunities and challenges a personalized customer experience creates. Featuring:

  • Lamont Young, head of digital and customer experience at Citizens Bank
  • Aarthi Murali, chief customer experience officer at M&T Bank
  • Karl Dahlgren, managing director of research at BAI
  • Holly Hughes, chief marketing officer at BAI

White paper: "Taking the financial services customer experience to the next level" by Salesforce

Solutions demo: "Delivering a (much) better customer experience" from Technisys

Wednesday, Sept. 22

Podcast: Gregory Kanevski, global head of banking at ServiceNow, talks with Terry Badger, managing editor at BAI, about how banks can get past the key obstacles to create personalization.

White paper: "Getting personal: The role of identity verification in customer personalization programs" from IDology

Solutions demo: “Personalizing every touchpoint” from Total Expert

Thursday, Sept. 23

Video discussion: Anson Vuong, managing partner at Gallup, talks with Terry Badger from BAI about how about how financial institutions can get personalization right.

White paper: "AI for financial institutions: The next frontier in CX and personalization" from Pindrop

Solutions demo: "The platform is part of the revolution" from

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