McKinsey research has found that banks that are frontrunners in customer experience (CX) also lead in financial metrics such as total shareholder return, increased growth and decreased costs. That’s because satisfied customers are six times more likely to stay with a bank than unsatisfied customers. While many banks are reevaluating their CX tools and services, investing in your bank’s CX doesn’t require overhauling existing systems.

How does your bank equip contact center representatives to help them better resolve customer issues in the moments they seek assistance?

Join this webinar and learn how banks can more efficiently address customer issues with visualization tools that better equip contact center reps.

Key takeaways:

• The impact of CX on customer loyalty and conversion rates
• Why customer effort is predictive of overall satisfaction
• Top areas where visualization tools can enhance agent performance
• The win-win benefits of visualization capabilities

PRESENTERS:

Rick DeLisi
Lead Research Analyst
Glia

Rick DeLisi is a researcher/presenter who has been studying the psychology of customer interactions and their impact on loyalty for the past two decades. He is best-known as the co-author of the best-selling business book, "The Effortless Experience", and the "Digital Customer Service" which he co-authored with Glia CEO Dan Michaeli. Prior to joining Glia he spent 15 years with Gartner (and previously, The Corporate Executive Board) as VP, Advisory in their Customer Experience and Customer Service practices.

Emily Wilson
Senior Director of Product Marketing
Glia

Emily leads Cross-Portfolio Product Marketing for Glia. Her experience includes Customer Experience as well as Human Capital Management, thanks to years spent at Qualtrics and SAP SuccessFactors, where she led teams of passionate Marketers who were focused on Experience Management in a variety of industries including financial services, healthcare, and public sector. She has over 20 years of Product Marketing experience in roles at automotive and SaaS technology companies.

Scott Hathaway
Sales Engineer
Glia

Scott Hathaway brings over 20 years of software development and integration expertise, with the last 6 years dedicated to the financial services sector. He has been with Glia for 3.5 years as a Principal Solutions Engineer where he has been instrumental in crafting innovative solutions.