Servicing Beyond the Walls: Empowering Employees to Move at the Speed of Customer Expectation Hosted by: CEB
Aug 24 2016

DATE
Aug 24, 2016

Servicing Beyond the Walls: Empowering Employees to Move at the Speed of Customer Expectation

Hosted by: CEB

Much of the focus on digital banking and insurance has been on consumer self-service through the web and mobile. However, CEB research shows a persistent reliance on physical locations and contact centers for personalized servicing and more complex tasks. Even there, the traditional customer service is no longer sufficient. Consumers today have become acclimated to using digital channels for real-time financial information and account aggregation, and they are expecting service employees to keep up.

Most financial institutions have found that it’s not as simple as procuring mobile devices for their employees. In order to make digitally enabled, customer-facing employees agile and productive, financial institutions must include the right mix of devices and applications. IT organizations will need to deliver, secure, network and manage a set of banking technologies to extend beyond the walls of the physical locations that have contained them.

What you will learn  

  • Consumer expectations for using financial services -Mobility requirements of service employees
  • IT best practices to support mobile employees in delivering personalized service
  • Industry examples of successful implementations

Speakers

  • Jason Malo, Senior Executive Advisor, Retail Banking, CEB
  • Craig Hinchliffe, Senior Product Manager, Citrix

Sponsored by Citrix.