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Duration 33:50
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Panel Discussion: Meet the Evolving Customer Demands in the Financial Industry

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Henry Nakamura
Deal Strategist at Google
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About the talk

Customer expectations are shifting significantly, and investing in the customer experience enables businesses to be more agile and respond rapidly to changes in customer behavior and new demands. Get critical business insights around modern CX and how to meet the evolving customer demands in the financial industry. Get tips on how to:

  • Adequately serve your customers to grow customer lifetime value

  • Reduce the cost to serve,

  • Set up your business for competitive success in the digital age

Grow your firm’s relevance to your customers by presenting the right message/offer at the right time across your different touchpoints


00:00 Intro

00:50 Covid & Beyond

02:58 Changing behaviors

05:58 Coronavirus crisis

10:20 Insights (Macro environment)

15:18 Insights (Banks & FinServ organizations)

17:40 How to do

22:30 Customer needs

23:34 Focus aims

28:44 Donald/ Success experience

About speakers

Henry Nakamura
Deal Strategist at Google
Donald Langelo
Senior Customer Success Manager at Liferay

I am a results-driven Customer Success evangelist working with a Gartner Magic Quadrant Leader in horizontal portal technologies. I created and implemented our company’s Customer Experience program from the ground up, delivering mature CX-based solutions, delivering superior results with the top 30% of our customers. A CX and Liferay evangelist, I’ve hosted and spoken at our annual Symposiums worldwide, founded our customer-to-customer reference program, implemented and ran a wealth of CX programs Including CSat, NPS, and VoC, and created and own our Customer Advisory Board.

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Donald Langelo is the Senior Customer Success Manager and is responsible for leading and managing the Customer Success team for the FinServ industry in North America and a trusted advisor to all Liferay Enterprise customers.

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Thank you everyone for your time. You know, as I said, my name is Henry Nakamura. My colleague. There is Don. Liangelo and we work at liferay, what we're here today, and it talked about and discussed the impact of customer experience, as it relates to the evolving custom demands in the financial services industry to, let's get started. If you go to the next five, please. Great digital transformation, you know, this should not be unfamiliar to anyone. Right? But the key part of the spray that you're seeing here is accelerating in

imperative for a financial services organizations and really, all organizations across the board that are intent on staying competitive competitive and relevant, eat it well before covid-19, but really now at a critical moment in time, right? Demands the expectations of your customers, your vendors, your agents, and especially your employees, you know, has never been higher and the race is on, not just for banks and Credit Unions, but all financial institutions to embrace digital transformation and deliver modern experiences that users now, expect and demand.

And that's the thing that's going to set everyone in this, call apart from their competitors do for financial organizations such as banks credit unions. Might involve putting resources to improving the mobile consumer experience investing in projects, like an Apple upgrade or even scaling-up infrastructure to process more transactions, eliminate downtime and capital markets. Firms transformation efforts are really more like data analytics high-performance stations. Try to leverage big data and automation

to shave every possible millisecond off transaction time. Here's the thing. In both cases. The emphasis here is on growing, the business

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Interested in topic “Banking and Finance”?

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February 10 - 11, 2021
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covid-19, customer, customer service, cx & core, digital cx, digital experiences, engagement, investment industry, source content

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Henry Nakamura
Donald Langelo