The banking industry has had to make significant adjustments in recent years in response to both the COVID-19 pandemic and changing economic and customer expectations. The Bank Customer Experience Summit, being held from Aug. 31 to Sept. 1 in Chicago, will cover all aspects of current innovations in banking.
The banking industry has had to make significant adjustments in recent years in response to both the COVID-19 pandemic and changing economic and customer expectations. The Bank Customer Experience Summit, being held from Aug. 31 to Sept. 1in Chicago, will cover all aspects of current innovations in banking.
During the event, attendees can attend a number of exciting panels, which will cover topics such as:
- Self-service banking trends.
- Current trends in banking marketing.
- Fintech partnerships.
- Measuring return-on-experience.
- Banking culture.
- Omnichannel banking experience.
For the omnichannel banking panel entitled,”Delivering an effective omnichannel experience to boost the customer’s experience,” panelists Michelle Kile, SVP of retail banking at bankHometown, Brian McEvoy, SVP retail banking at Webster Five and Ashley Ross, client care executive at Bank of America will share insights into why financial institutions struggle to deliver omnichannel experiences, despite growing consumer demand. After all, consumers want to have the same experience regardless of the platform they are on, and they will go to a company that can provide that smooth experience, such as a fintech.
During the panel, the panelists will address how FIs can implement a successful omnichannel solution by utilizing the right mixture of tools and expertise.
Speaking of fintechs, many banks have traditionally seen these neobanks as competitors. But, should banks change their thinking in regards to fintechs to see them as partners? During the panel “Fintechs vs banks: rivals or partners?,” panelists Madhu Reddy, SVP/CIO of Republic Bank of Chicago, Dave Richardson, senior manager of fraud deposit products at First National Bank of Omaha and Ryan Tuttle, senior consultant at Euromonitor International will look at whether fintechs and banks should be partners to build a better financial world together.
On the other side of the equation, in order to implement any of these solutions, banks need to have a good banking culture, otherwise no one will have the drive to try to make change for the better. During the panel “Building a better banking culture,” panelists Casey Christopher, chief empowerment officer at Quontic Bank, Reco McCambry, president and CEO at Novae and Lindsey Ogan, chief growth officer at Citizens Bank of Edmond will examine in detail how financial institutions can create a culture that both retains high quality talent and creates brand loyal customers.
In addition to these well rounded panels, attendees will also get a chance to see banking innovation in action during the awards show, where judges will present awards for innovations in self service, digital, fintech and a special reward for the banking innovator of the year.
The summit will be keynoted by two major innovators in the banking space. Stephen Griffin, SVP, director of the retail distribution planning group at Regions Bank, will discuss the future of bank branches during the opening keynote, while Clinton Cheng, VP, global head of the Visa/PLUS ATM Network at Visa, will close out the summit with a discussion on major trends in the payments, banking and ATM ecosystem.
During Griffin’s keynote, he will address a variety of questions on whether the branch is still a viable fit for today’s banking world.
“How does the branch fit into the ever-changing world of digital transformation? Is the branch still a viable conduit? Are consolidations impacting the way customers view the bank? What is the right distribution strategy and operating mix given the environment we are in?” Griffin said in an email interview.
On the other side of the equation, Cheng will examine in his closing keynote whether the ATM can evolve to deliver better experiences.
“For both traditional and digital first Issuers, building out a proprietary ATM footprint is capital intensive and operating an ATM fleet is costly (i.e., rent, armored cars, repairs, etc.),” Cheng said in an email interview. “Additionally, many Visa clients are going through branch transformation and looking for more cost-effective ways to serve their customers’ everyday banking needs. Is there an ideal utility model that could provide benefits to all parties in the ecosystem?”
Click here to register for the Bank Customer Experience Summit. Use the code AMCEDIT20 at checkout for 20% off.
About Networld Media Group
Founded in 2000, Networld Media Group is a leading business-to-business (B2B) media communications company specializing in digital media, associations and events in the tech, banking, retail and food service industries. Online properties include ATMmarketplace.com, DigitalSignageToday.com, FastCasual.com, KioskMarketplace.com, FoodTruckOperator.com, QSRweb.com, PizzaMarketplace.com, RetailCustomerExperience.com, VendingTimes.com and BiblicalLeadership.com. Annual events include the Fast Casual Executive Summit, the Restaurant Franchising & Innovation Summit, the Bank Customer Experience Summit (BCX), the Interactive Customer Experience Summit (ICX) and the Self-Service Innovation Summit.
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