Could you imagine a fifth of your customers walking out the door tomorrow? New research from ForeSee reveals that 21% would switch banks if the process was easier. What’s more, a quarter of consumers say the only reason they were loyal to their bank was because of the difficulties in switching. In this webinar, we’ll examine what retail banks and credit unions can do to increase earned loyalty with customers.

Hear specifics from Kristy Brandon, Senior Vice President, eBanking at Comerica Bank, on how they've embraced an integrated Voice of Customer program to collect, measure, and act on customer feedback. Plus gain insights from Jason Conrad, Vice President and author of the ForeSee Experience Index: Banking Report, and Karaline Venezia, Retail Banking Expert at ForeSee, on factors that influence customer experience (CX) and how to leverage them.

You’ll also learn:

  • How to best measure and analyze digital's contribution in the customer banking journey. Consider: nearly two-thirds (61%) of customers start their journey in a digital channel (desktop and mobile web) when opening a new account, yet more than half of those customers (59%) end up finishing at a branch location
  • How to scope and fund CX initiatives, and gain executive leadership support
  • What customers say are the top drivers of satisfaction, why branches still matter, fintech is the future, and other trends in retail banking from the ForeSee Experience Index: Banking Report

Key Speakers

Mike Perkowski
Co-Founder & Partner New Reality Media, LLC (Moderator)
Jason Conrad
Vice President, ForeSee
Karaline Venezia
Banking Expert, ForeSee
Kristy Brandon
Senior Vice President, eBanking Comerica Bank