Banks today need to find new ways to engage with their customers, increase loyalty and improve revenues to compensate for lost non-interest income. The regulatory environment has impacted fee income and the ubiquity of banking services has made banks vulnerable to customer churn. The faster banks adjust to this new reality and take the necessary steps to address them the better positioned they will be to compete today and in the future.

One way to address these changing needs is through new software solutions enabling banks in real time to provide their employees with a true 360 degree view of their interactions with all their customers regardless of where they are, what time of day it is or the channel and device they are using to interact with the bank.

• How banks are changing their approach to customer relations in an effort to raise revenues and improve margins
• How a modern customer relations solution can help banks improve customer satisfaction while growing revenues and margins

Robert Berini leads the Deloitte Digital service offering for the Banking and Securities sector, and manages the overall consulting relationship for two of the major Southeast-based financial services institutions. Robert has over eighteen years of management consulting and solutions delivery experience having worked with many leading financial services institutions with a particular focus on retail banking, payments, brokerage and wealth management issues. His particular expertise is in IT strategy, scenario planning, e-commerce, emerging technologies, innovation management and multi-channel transformation. He is a published author and frequent speaker at industry events.


Carl Snyder
Sr. Industry Principal, Banking
SAP America

Carl Snyder began his career with SAP in 2009 with a focus on retail banking solutions – including core banking, online & mobile banking, mobility and the customer experience. Carl came to SAP with more than 22 years in the banking industry. Most recently, he was the President of the Zions Internet Bank and director of the online and mobile channels at Zions Bank. Prior to the Internet Banking position, Carl was the EVP and Director of Retail Bank Operations for Zions Bancorporation. Carl is also an Adjunct Professor of Business Strategy and Operations Management at the University of Utah.


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