BAI Webinar

Stop wasting money
on your Voice of
Customer program

Watch now!

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RECORDED: January 13, 2022
TIME: 1:00 - 1:30 PM CT

Many banks and credit unions have Voice of Customer (VoC) programs in place, but few are leveraging the data in a way that’s truly actionable and helping drive tangible business outcomes.

Join us for a discussion with industry experts where we’ll explore ways to both capture better VoC data and deliver a stronger ROI, moving beyond “measurement addiction” and overcoming barriers to action. Featured speakers, Larry Baily and Scott Zunic, have over 60 years of experience in this area combined. They will share learnings based on their experiences and the over one million VoC surveys Concentrix has conducted with bank customers.

Key Takeaways:

  • Learn practical tips for strengthening VoC outcomes with real-world examples
  • Understand why improvements in your VoC scores may not be translating to better business results
  • Gain insights on how you can measure less and act more
  • Hear why software is not the answer to adding VoC value


Larry Baily
Managing Director, VOC Solutions, Banking and Financial Services

For over 30 years Larry has been an executive leader in financial services VOC, market intelligence, research management and insights. He has deep experience across a wide range of verticals including wealth management, retail, commercial and wholesale banking, Larry is a trusted advisor to senior bank management, translating voice-of-the-customer and voice-of-the-market into tangible action strategies that drive performance and enhance client/employee experience. Past leadership roles include Senior Advisor to both JD Power and BAI, founder and leader of the global financial services sector at both Synovate/Ipsos and Kantar/TNS, and principal at Greenwich Associates who led CX engagements in wealth management, small business, commercial banking and investment baking.

Scott Zunic
Director, Financial Services Account Management for VOC Solutions

Scott brings over 25 years of experience leading VOC, Customer Experience, Market Research and Customer Insights functions for some of the largest U.S. financial services companies. Most recently, he led Huntington National Bank’s VOC and Marketing Research units. Scott has extensive leadership experience across a diverse set of Banking & Customer Experience domain areas including: Banking Channel & Line of Business Expertise, Voice of the Client Platforms, Market Research & CX Insights, CX Infrastructure, and CX Team Management.

Holly Hughes
Chief Marketing Officer

Holly is responsible for leading BAI’s strategic marketing planning and execution for the BAI brand, lines of business and membership. Holly joined BAI in 2014 with over 20 years of marketing experience in multiple industries, helping organizations build their brand and achieve financial success.

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