Future Digital Finance Virtual Event

2020 was defined by accelerated rates of change in the industry, driven by the pandemic. This was especially true of consumer habits, and consumer expectations around usage of digital tools and services. This session highlights key factors from those changes and how they should shape FIs’ current approaches to digital transformation.

Topics of discussion include:

• Identifying the unique ways consumer habits and expectations have evolved
• Comparing and contrasting priorities for digital transformation in 2021 versus 2020
• Lessons learned about which digital tools and investments align with evolving customer preferences
• Tips and best practices for FI leaders looking to adapt their own digital initiative based on these insights

Your customers expect a seamless, automated digital experience – but it’s becoming increasingly difficult to keep pace with digital transformation in the Financial Services industry. Your customers’ first impression is important, and often dictates whether they choose you over your competitor. Automating the Know Your Customer onboarding process drastically improves the customer experience from a customer’s very first interaction with your institution, all while accelerating the back end manual work needed to perform these checks. 

Join Mendix experts to learn how Intelligent Automation through low-code can be applied to the Know Your Customer onboarding process. 

You will learn:

• How to create a KYC onboarding app that provides a seamless customer experience on any device
• How to integrate low-code with your existing core systems with both flexibility and control 
• How current Mendix customers are utilizing Intelligent Automation through Mendix Workflow to increase operational efficiency and improve customer experience

As FIs continue to digitize their customer experiences, they need new ways to differentiate those experiences through personalization. This session explores new, more meaningful ways to personalize customer experiences, how to measure their effectiveness and the digital tools they require.

Topics of discussion include:

• Benchmarking recent progress on personalization – where do you begin 
• Outlining key techniques to help FI leaders get started with new personalization initiatives
• Obtaining the right customer data to shape your personalization strategy 
• Identifying new data-driven strategies to personalize experiences in innovative ways
• Measuring the effectiveness of your personalization strategy 

Frictionless digital interactions are now table stakes. In the last 12 months, banks have had to shift customer-facing processes to digital years ahead of schedule while moving staff support to remote work and dealing with increased support call volumes. Join us to learn how financial institutions are making it easier and faster for clients to apply for a loan (or loan modifications), open a line of credit, update payments or otherwise access banking services. Get advice on how to empower your customers while improving productivity amongst your contact center employees.

Tune in and discover how to:

• Reimagine traditional face-to-face interactions as two-way digital conversations
• Reduce friction by replacing forms with guided, data-driven interviews
• Improve employee productivity through automation and AI
• Create consistency with agents and messaging across all channels while maintaining compliance

As consumers engage FIs across channels and devices, it has become more difficult to visualize and understand customer journeys, let alone increase the value of their interactions throughout. This session identifies opportunities for creating more meaningful and cohesive customer journeys in light of these new challenges.

Topics of discussion include:

• Highlighting key changes in the customer journey as consumer behaviors evolve
• Identifying roadblocks and pain points to provide a seamless customer journey
• Learning the fracture points in the customer journey – and how to remove them 
• Transforming your approach to optimizing the entire digital customer journey – from beginning to end

Banks and credit unions saw the accelerated need for a ‘digital first’ organization in 2020. As the industry enters a new year, both the challenges and opportunities to create a holistic digital strategy have never been greater. Looking for answers on how to succeed in the modern market? Join Siteimprove and Americaneagle.com to hear top 2021 digital trends in banking and how you can build a better digital experience for your customers and members.

This session will highlight tips on:

• Making your website your best performing branch
• Leveraging data for user experience insights
• Optimizing your current investment

FI decision makers must keep an eye on the horizon, even as they prioritize the digital strategies that will guide them to success in the near term. This panel discussion features insights into new and emerging digital innovations that may shape FI strategies and technology investments in the years to come.

Topics of discussion include:

• Defining innovation – what does it look like within your organization
• Identifying and removing obstacles to innovation internally 
• Sharing opportunities and use cases for applying innovation throughout your organization 
• Learning how to accelerate innovation and digital transformation

Human Centered Design (HCD) is an approach to problem solving that develops solutions to problems by involving the human perspective in all steps of the problem-solving process. Because design-thinking can be counter to traditional problem solving, introducing it to an organization can be both transformative and culture-changing. While some companies are investing in in-house design studios others are simply using design thinking tools and approaches, In all cases, organizations are realizing bottom line benefits including: 

• Deeper customer loyalty, engagement and retention
• New ways of thinking that drive business transformation and organization change
• Improved speed to market with reduction in delivery costs
• Creative solutions to the most challenging business problems  

To truly solve problems and innovate upon opportunities, we must deeply and directly understand the what and why of people's wants and needs...beyond what they can express in words. Your customers' wants and needs are even more vital than the extremely important factors of business viability and technological feasibility. Through the combination of Servant Leadership, Design Thinking, and Human-Centered Research, learn how organizations can harness an abundant supply of qualitative and quantitative human insights to drive compelling solutions and innovations for the people who will actually employ them...or not. Key takeaways include:

• Prioritizing customers at the top of a Servant Leadership stack
• Applying human-centered research to spotlight and avoid typical biases
• Employing Design Thinking to collaboratively unravel disruptive ambiguity

The events of 2020 forced financial institutions to rethink their strategies to ensure consistent customer service and to maintain customer loyalty. Many institutions have quickly shifted to digital, but the right mix of human and technology is still critical. How can you be sure that you’re offering your customers with the experiences that they want and that will ensure their loyalty? In this session you’ll learn about:

·        Mitigating disruptions to in-person customer service that many customers expect and rely on

·        Identifying the best strategies to save time and increase efficiency for employees and customers

·        Leveraging best practices for maintaining trusted customer relationships