In 2023, every bank in the world is in the midst of their digital transformation journey, but the harsh reality is that the behaviors and expectations of most customers have already evolved faster than most banks have. In this fast-paced webinar, noted author Rick DeLisi will share proven strategies for how banks can overcome this mismatch and create an interaction strategy that accomplishes 3 goals:

• Reduced cost-to-serve
• Greater revenue generation
• An improved customer (and employee!) experience

Key takeaways:

• Most banks have a channel strategy, but this is insufficient to create the optimal customer experience. The ideal interaction should be customized to the specific issue the customer is facing at this moment, regardless of which channel they chose to initiate the contact.
• By using a fully integrated interaction platform, banks can seamlessly transition a customer between virtual assistance (bots/AI) and live assistance (messaging, voice, video) to create the ideal interaction for the specific issue that customer needs to resolve during this contact.
• Taking a more active approach to managing customer interactions accomplishes several important goals simultaneously: efficiency, effectiveness and experience.

THOUGHT LEADERS:

Rick DeLisi
Lead Research Analyst
Glia

Long-term customer loyalty is arguably the most important element of any company’s future success and Rick has been studying the psychology of customer interactions and their impact on loyalty for the past two decades. His “inside-the-customer’s-mind” perspective has made him a thought leader in helping companies evolve their customer interaction strategies to keep pace with the recent evolution of expectations and behaviors. He is the co-author of two groundbreaking books including “Digital Customer Service: Transforming Customer Experience for an On-Screen World” (written with Glia CEO and co-founder Dan Michaeli) as well as “The Effortless Experience.”

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).