Webinar: Banking customer centricity with journey orchestration
Date: Wednesday, September 21, 2022
Time: 05:00 PM British Summer Time
Duration: 1 hour
Some leaders think customer journeys are a series of clicks on the website or steps in a process or workflow. Most firms believe that journeys are something they can control. Customer experience (CX) leaders attempt to steer consumers from point A to B to C to improve internal metrics like AUM, self-services rates, cost to serve and more.
But consumers have their own goals in mind, like refinancing their home or disputing a fraudulent charge. Some clients will use multiple channels, and some will rely on only one to complete the same transaction.
The way you measure customer journeys matters. And aligning customer goals with your institution’s objectives is a strategic imperative.
Register for the webinar to learn:
- Why measuring journeys – rather than siloed interactions – is crucial in today’s experience economy
- How to use journey analytics to improve CX measurement and orchestration
- How journey analytics enables you to establish a link between CX and business outcomes
If you have already registered, click here to access.
Banking Industry Executive, Genesys
Stefan is a banking industry executive at Genesys with 20+ years of experience in financial services. When it comes to contact centers, his expertise includes improving operational performance, customer journey and engagement optimisation, and branch transformation.
Enterprise Sales Director, Genesys
Jamie is a seasoned executive with over two decades of experience in customer analytics, analytic technology/strategy and data-driven marketing. He also has significant marketing operations experience through roles in client relationship management, business development, technology management, and business alliances. Jamie is an integral member of the Pointillist by Genesys product team, a platform that provides customer journey analytics.
David Carl Edelman
Executive Advisor, Independent Board Member, HBS Lecturer
A sought-after advisor on digital transformation and marketing, as CMO, David guided Aetna (now part of CVS Health) through becoming a digitally-oriented, customer-centric brand. Repeatedly recognized by Forbes as one of the “Most Influential CMOs in the World,” and by AdWeek as one of the “Top 20 Marketing and Technology Executives,” his work has attracted over 1.1 million followers to his LinkedIn blog. Currently, David teaches Marketing at Harvard Business School (HBS) and advises CEO’s and CXO’s in Health and Marketing Services, focusing on AI and personalization. He just published his third article for the Harvard Business Review, Customer Experience in the Age of AI, following his earlier cover story on Branding in the Digital Age, and Competing on Customer Journeys.
Reporter, FinTech Futures
Alex Pugh is the reporter at FinTech Futures. He has over three years’ experience covering data protection, privacy, securities finance and fintech across print and online publications. He was previously a copywriter, writing ad copy at agencies including M&C Saatchi, Leo Burnett in Torino, Italy and at tech company what3words. He has also written for ‘corporate visioning’ company SciFutures on numerous occasions.
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