Customer Experience Strategies to Drive Engagement and Deposit Growth


In the context of marketing, customer experience captures how people think, feel, and act in response to your institution’s campaigns. As the pendulum swings toward automation and quantitative metrics, it is perhaps even more important to focus on the person behind the account number. Do you understand their unique needs and can you tailor a solution to them?

In this session we’ll discuss:

  • Empathy as a Superpower: 4 Steps to getting it right
  • 3 Strategies for reassuring customers during these uncertain times
  • Using Voice of the Customer analysis to create actionable insights

The main takeaways from this session will be:

  • Practical checklist for making your marketing communications more customer-centric
  • Learning how to develop personas and journey maps for deeper customer insights
  • Tips for using customer feedback to uncover unmet needs

Steven Ramirez
Beyond the Arc, Inc.