Operations make or break your digital banking experiences—particularly in moments that matter

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As the pandemic has driven customers to digital banking, personalized customer service has become an even more crucial element of brand identity, with customers expecting seamless and real time experiences. Building out an engaging mobile app and servicing experience is just the first step, delivering on customer expectations – that’s the long game.

Doug Villone, head of US Operations for Marcus by Goldman Sachs, and Bipin Sahni, Chief Strategy Officer at Persistent Systems, discuss the importance of building a back-end operations system to properly service customers in a digital age and how to prioritize making short-term sacrifices in order to yield lasting relationships with your customers.

In this session you will learn:

  • How to develop lasting digital relationships with customers – especially during challenging times
  • Why your front-end customer experience is only as good as your back-end operations
  • How to prioritize short-term initiatives that deliver long term value to your customers

Digital Banking 2020 Customer experience
Key Speakers
  • Doug Villone
    Head of US Operations for Marcus
    Goldman Sachs
  • Bipin Sahni
    Chief Strategy Officer
    Persistent Systems
  • Penny Crosman
    Executive Editor
    American Banker