Senior Director, Strategy and Content, Live Media
American Banker
Mary Ellen Egan is a journalist with more than 25 years of experience in business and investigative journalism. She has been a staff writer and editor at Forbes, The American Lawyer, First Amendment Watch and American Banker. She has freelanced for Bloomberg, Bloomberg Law, University of Chicago Booth School of Business, Stanford Graduate School of Business and Thomson Reuters. She is currently an adjunct professor of journalism at New York University.
The benefits of a bank partnering with a sports team include increased visibility, community and business engagement, and expanded market reach. But it takes more than just slapping a team logo on the bank’s marketing materials. In this session, learn what it takes to build a purposeful partnership that drives awareness and impact in a meaningful way. Panelists will discuss how to create unique experiences for clients and customers, how to create synergy between both brands, and how to drive value together.
Discover how to accelerate customer empowerment while “rightsizing” your bank’s omnichannel customer experience through retail, digital, and contact centers. Explore strategies for guiding customers to leverage all touchpoints effectively, empowering them to navigate their banking needs confidently. Gain insights into the behind-the-scenes data and tools that support this transformation—connecting the dots to empower customers at every touchpoint—and bridge the gap to ensure customers experience a truly integrated banking journey.
Artificial intelligence is enhancing the customer experience across bank channels, creating personalized experiences, streamlining processes, improving security and increasing self-service capabilities. As banks’ mobile-first strategies evolve, customers are being empowered to make better informed financial decisions and engage with their institutions in more proactive, meaningful ways. From AI chatbots that provide instant customer support and basic financial guidance, to online portals and mobile apps that allow clients to access their accounts and execute transactions whenever they want, wherever they want, mobile-first banking is at the center of the customer experience. Learn how enhanced digital experiences, AI integration and increasingly personalized products and services are creating a seamless experience that meets customers’ radically changing expectations.
The urgency of personalization and customer experience over the next five years is being driven by customers that are demanding products and services tailored—in real time—to their individual needs and smoother, frictionless experiences across platforms and channels. The ability of banks to deliver on both will drive customer acquisition and growth. Artificial intelligence is playing a central role in banks’ ability to use data-driven insights to capitalize on the hyper-personalization of financial services, including predictive engagement for real-time CX. Yet the vast opportunities must be balanced with operational commitment and execution on privacy, trust and compliance concerns.