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Reaching Customers Through Partnerships

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Alia Abaya
Director Community Impact and Member Experience at Alterna Savings
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About the talk

Customer experience has become the key to success in financial services. It’s no longer enough to just have a website or an app. In order to stay current, financial brands must be able to constantly meet their customers’ evolving expectations. In this case study, get insights on:

  • Improving your CX by partnering

  • Building better brand experience

  • Focusing on business impact

Take a partnership approach to create meaningful customer experiences.

00:00 Intro

01:14 Community impact department

02:00 Blueprint to Collaboration

02:36 Building Partnership

03:30 Understand the role

05:30 Chart your Vision

06:35 Example of Asset Chart

06:59 Develop your story

07:58 Be Curious

09:00 Conclusion

About speaker

Alia Abaya
Director Community Impact and Member Experience at Alterna Savings

My passion is finding unique ways to bring people together, especially groups which seem like uncommon allies and to contribute to supporting social economic mobility. My past projects range from working with indigenous youth, to negotiating between Middle Eastern countries advocating for women's access to education, to supporting financing development of Affordable Housing. My career has spanned social justice, community arts, and development, private foundations, corporate responsibility, and now community impact supporting building tools and creative exploration of true social finance.

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Hello. So first, I hope everyone is navigating these days as best as possible. You know, I can say from personal experience, even after year of being in our new normal. It's still challenging to learn how to manage, all are competing priorities, but, you know, one benefit has really been at the ability for us to connect a greater distances or virtual programs at conferences like this. So, I'm so excited to be here with you and to see such an incredible turnout and momentum for the third annual, CX4 Financial Services. What are the most valuable assets to building long-standing customer

relationships is Partnerships? This is the opportunity to connect and develop the space, you're working in, and it's where I'm at Fry's and their customers actually come together to meet unified goals at incredible vision and Imagination and how to better use our products and services to meet the needs of communities and stakeholders. So thank you to the strategy Institute and inviting me to share some of my insights on this topic and thank you to all the organizers and attendees here today. Interested in learning how we can improve our collaborations and be open to exploring new ideas

and new opportunities. Okay, so a little bit about me and US my name is Ali Abaya. I'm currently the director of community impact for alternate savings at the credit union. And one of the top 10 in Canada. We have over a hundred eighty-five thousand members and over 10 billion in assets under management. We are also of industry leader in community, work Community, Economic Development and supporting the financial resilience of the nonprofit charitable sector and a champion for economic inclusion of communities. Most often understood. And it is this

background and history of working with communities, that gives us a unique perspective and developing partnership. Okay. Sorry. I was so excited. When asked to speak today about partnership and collaboration, and network building, because these are areas. I am very

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