Driving Customer Experience in the Digital Channel

ath Power Consulting and Citizens Bank to Lead Session at 2016 Retail Banking Conference

Retail Banking 2016 LogoMarch 14, 2016 [Boston, MA] – ath Power Consulting, a recognized leader in customer experience research and strategy for the financial services industry, is pleased to announce that the company’s Founder and CEO, Frank Aloi, has been selected to lead a targeted session within the Digitization of Retail Banking track at The 2016 Retail Banking Conference.  The highly anticipated event, hosted by American Banker, will gather senior banking executives in Las Vegas, April 6-8th, to network, explore how to leverage industry changes, and learn how to stay ahead of the competition.

On Thursday, April 7th at 2:00pm PST, Mr. Aloi will present “Driving Customer Experience in the Digital Channel,” to provide insight into how Customer Experience teams can be structured to deliver partnership and influence across business lines, breaking down the often difficult barrier between the customer insight and execution.  He will divulge how understanding the Voice of the Customer, analysis and review of targeted areas of opportunity drives insights into action.  Renee Pezzi, SVP, Customer Experience, and Kelly Dakin, SVP, Director of Mobile Banking, both of Citizens Bank,  will share examples of how their team has taken the insights provided, validated them against their mobile analytics tools and created a process for change and improvement.

According to Mr. Aloi, “Digital technology is allowing banks to connect with their customers on a deeper level, and the key driver of that connection is the data. As the amount and types of data available expand, and new collection and analytical technologies emerge, banks have the potential to gather customer insights like never before.  The challenge many institutions now face is how to successfully execute on those insights to create a superior customer experience and ultimately, impact their bottom line.”

During the session, Mr. Aloi will explain the unrivaled benefits of Big Data, describing how banks can build an internal governance model to draw meaning from the valuable data collected, and facilitate action throughout their organizations. He will also highlight key findings from ath Power’s national syndicated research studies.

For more information about The 2016 Retail Banking Conference, click here.

About ath Power Consulting
ath Power is the premier provider of customer experience solutions for the financial services industry, offering competitive intelligence, survey and shop research, compliance auditing, market analyses, employee training and development, and strategic consulting. Since 1997, we have helped improve customer retention, build brand loyalty, ensure compliance, and increase profitability for financial institutions across North America. To learn more, visit http://www.athpower.com.

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Media Contact:
Jessica Hamel
ath Power Consulting
978-474-6464, extension 107
jhamel@athpower.com