The annual Banking Outlook survey gauges the banking preferences of U.S. consumers as well as the investment priorities and economic sentiments from leading financial institution executives. In this webinar, you’ll gain insights into how providing an efficient customer experience can create a win-win for your financial institution.

Isio Nelson, Managing Director, Research, Fraud & Thought Leadership at BAI, will share some key findings from the latest annual Banking Outlook survey and host a conversation with Rick DeLisi, Lead Research Analyst at Glia about the importance of delivering the right type of service at the right time to create a more customer-centric experience while reducing costs and streamlining operations.

Key takeaways:

• Learn why leading with experience to meet your customers’ needs can build long-lasting loyalty
• Explore how making better use of data can provide customers with the most efficient interaction
• Discover how AI can help with personalization and automation to create faster and easier experiences for customers and frontline staff

THOUGHT LEADERS:

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.

Isio Nelson
Managing Director, Thought Leadership, Fraud & Research
BAI

Isio Nelson is Managing Director Thought Leadership, Fraud & Research at BAI. In his role, he as three distinct leadership roles responsible for the thought leadership that helps inform the financial services industry, leading the fraud initiatives and oversight for the industry leading syndicated research and consortium based comparative benchmarking research for U.S. Retail Banking providers. Prior to joining BAI, Isio led multiple teams and business units at Equifax, Citi, Capital One and a startup Fintech provider. He received an M.B.A from the Kellogg Graduate School of Management at Northwestern University and a B.S. in Business Operations Management from DeVry Institute of Technology.