Transforming the End-to-End Digital Customer Journey in Banking and Insurance

Leading businesses including Uber, Amazon, and Netflix have changed the expectations consumers have for all digital business interactions. Therefore many Financial Services companies are under pressure to optimise the use of digital touchpoints to convert, engage and retain their digitally-native customers.

In this webinar guest speaker from Forrester, Oliwia Berdak, helps Banks and Insurance companies to address the top 3 customer journey challenges that get in the way of driving sales and customer loyalty.

Watch this webinar to learn:

1. Why customers struggle to find suitable financial products online.
Complex product offerings do not translate well into digital sales. Financial Services companies need to create simple products that are easy to find and explore through digital touch points.

2. What prevents Financial Services companies from delivering superior customer experiences.
Many Financial Services companies still focus on building beautiful digital interfaces and ignore the need to digitize their back-office sales processes.

3. How to use digital touchpoints to deliver value across the entire customer life-cycle.
Outstanding customer service is one of the strongest drivers in customer loyalty and yet it receives scant attention from many digital teams.

Oliwia Berdak - Principal Analyst

Oliwia is a principal analyst serving digital business strategy professionals. She leads Forrester’s coverage of digital disruption and digital innovation in financial services. Her research explores changing customer expectations and behaviors and fintech and insurtech startups that seek to capitalize on these opportunities. She helps digital leaders respond to these changes and adapt their companies for the digital age.

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Arjé Cahn
CTO of BloomReach Experience

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