Bank from anywhere: the influence of digital transformation

  • Speakers

Nick Barnes

Practice Director, Financial Services, JRNI
An experienced Project, Programme, and Portfolio Management Professional with a proven track record of success in delivering technology solutions on-time and to budget whilst improving customer satisfaction and retention. Lead and manage global teams to meet and exceed delivery targets through direct engagement or in conjunction with services partners to a worldwide customer base. Able to drive strategic change and transformation to adapt our delivery in a more agile fashion. Areas of responsibility span technical presales, programme and project delivery, support and maintenance and streamlining, repackaging, and innovating new products to improve service to clients.

Richard Dedor

Marketing Communications Director, GreenState Credit Union
I deliver business results through people. I'm a leader and manager first and an operator and marketer second. I've been in digital for the last 10+ years and have over 15 years overall in marketing communications. I believe in building strong trust-driven relationships up-and-down an organization and am able to build those strong relationships with clients, agency partners, and other senior managers. My marketing philosophy is to put people first in everything I do. It guides content development, advertising strategies, on-boarding, social media, and customer service. I always wear my strategic integrated marketing hat in my work with non-profits, sports, CPG, real estate, and financial services others. Current and past responsibilities include development of marketing plans, web analytics, ROI reporting, audience development, content plan development, crisis management, graphic design, project management, ideation and strategy, and budget management.

Additional Resources

JRNI for Banking and Financial Services

JRNI is an experiential relationship management (XRM) platform that helps banks, wealth management firms, insurance companies, mortgage lenders, and other financial institutions deliver exceptional experiences. Through in-person and remote appointments, virtual queues, and events - plus JRNI’s industry-leading analytics tool - you can deliver the services that drive engagement while also measuring and improving upon your customer engagement strategies.

Three reasons for remote appointments in banking

With the country still dealing with COVID-19 and each state handling things in its own way, it’s critical for financial services organizations throughout the U.S. to ensure the safety of their customers and employees while also providing the same sense of stability as prior to the pandemic. Customers are quickly learning which of their service providers are adapting best to this new world. For banks, the main concerns include how to maintain personal relationships amid social distancing; how to be available at any time on any device; and how to provide a sense of calm and security.

Why banks need to humanize their digital experience

As the world becomes increasingly digital, banks and financial institutions are finding new ways of connecting with customers. How consumers want to interact with financial institutions is fundamentally and rapidly changing, and this presents opportunity for growth. According to research from Juniper, the total number of online and mobile banking users will exceed 3.6 billion by 2024, and online and mobile banking growth is expected to increase by 54% compared to 2020.

Build one-to-one relationships with your financial services customers

JRNI helps banks, credit unions, and other financial institutions schedule and manage personalized experiences that increase revenue, profitability, and efficiency, build stronger customer relationships, and improve customer satisfaction and loyalty - at scale.
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