New Infographic: Why banks need customer experience solutions to drive choice and loyalty

“New research from American Banker, Humanizing the Bank Customer Experience, developed in conjunction with creative experience agency Monigle, examines the core of what drives customers to choose and stick with a particular financial institution to help executives take meaningful actions to build strong bank-to-customer experiences.”

Improving Customer Experience in a Digital-First World

“Businesses increasingly see customer engagement (CE) as a competitive differentiator and a catalyst for improving business performance. But too often, there’s a disconnect between what businesses want to do with CE and what they can achieve. This disconnect has become even larger during the pandemic, disrupting many physical channels companies use to engage with customers.

>> Register Now

In global survey of nearly 2,300 organizations, researchers scored companies from 0 to 100 on their preparedness to engage customers. The average score of 41 highlighted a business weakness on CE.

On January 20, in a live, interactive HBR-AS webinar, managing director Alex Clemente will share the results from this survey about the areas of CE businesses struggle with—and data-driven strategies for improvement.

He will then lead a discussion with Ibrahim Khoury, director of product development and innovation at Alight, and Heather Richards, vice president of GTM for digital-first engagement at Verint, on how organizations can use technology and automation to create a better customer experience (CX). They will discuss:

– Challenges businesses face in providing the CE they aspire to
– How the pandemic magnified the need for better CE systems
– Why new technologies can help build a better CE
How businesses can use AI tools to better analyze CE data
– Why incorporating a human element in CE is crucial
– As customer expectations continue to grow, savvy organizations are figuring out how to rise to meet CE challenges—often investing in cloud-based CE and CX solutions.

To discover how to automate and scale the soft skills critical to a differentiated customer experience, join HBR-AS and these CE experts on January 20.”

>> Register Now


“Despite the industry’s current challenges, the future of AI in banking is bright. As reported by Finextra in July 2021, about 83% of financial service providers believe that AI is important to their company’s future success. Also, about 34% businesses believe that AI will increase their company’s revenue by 20% or more.”

SoftBank Makes $146M Bet on AI Firm Qraft

“SoftBank is investing $146 million in the South Korean artificial intelligence (AI) company Qraft Technologies Inc. to help it expand into the U.S.

As The Wall Street Journal (WSJ) reported Monday (Jan. 10), Qraft manages $1.7 billion for Asian banks and insurance providers through its line-up of funds traded in the U.S., and created a software platform that examines market data in search of stocks that show promise.”