Day 3: Omni-Channel Day Two

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If you look at the entire customer journey, what do you need to do to provide a genuine omni-channel experience? How are you organizing to win? In what way are customers interacting with you to help you do that? Where is the line between privacy and creating a useful, personalized experience to the customer? The more FI’s understand about their customer, the more personalized the experience and the more upselling opportunities will occur. This will increase market share, total lifetime value of the customer, customer retention and customer loyalty.

Along with the points above, this session will investigate:
• When transforming your business to become truly omni-channel, how do you decide where to start?
• Discovering how to set up a multi-channel organization:
o Merging lines and customer cost through channels
o How do we create common objectives and organization goals?
o Customers doesn’t think in terms of channels- how do we make our organizational structure mirror this?

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Given the large size of banks, robust enterprise solutions and technology costs get very high. Therefore the focus on ROI is very big. Every change requires significant investment and high security. The proposal approval cycle is tough and vigorous. With the huge rise in digital financial services offerings, there are opportunities out there that you know are incredibly valuable to customers, but too complex and difficult to prove the return. So how do you build it anyway? This session will look at:

• Breaking down the criteria used to select projects to get them through the innovation funnel
• Understanding what goes into complicated financial models to prove long term ROI for a financial institution
• Focusing in on what leadership is trying to affect - awareness, perception and consideration
• Discovering how to utilize scorecards, processes, analysts etc.to ensure return is delivered on these projects

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To keep pace with today’s multichannel, multi-device consumers, financial institutions have to take a new look at the customer journey and provide the seamless experiences that these in-control customers demand. Success in this environment requires innovation across the customer life cycle — from optimizing customer acquisition through analyzing the customer experience to predicting future purchase behavior. In this multichannel environment, organizations who can innovatively enable today’s increasingly complex experience will win over tomorrow’s demanding consumers.

In this session, we will share:

• How the customer experience significantly impacts consumer behavior.
• How today’s forward-thinking companies are acting on voice of customer insights gained by scientifically measuring the customer experience to drive business results.
• Benchmark data illustrating the results financial institutions have seen from delivering satisfying multichannel experiences

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This session will explore the opportunities, tools, and execution of a financial planning/PFM strategy that can help reinvigorate and reinvent traditional branch services.

Panelists will be asked to share:
• What PFM strategies do you currently have in place? Do you have both digital and in store assistance tools?
• Are you seeing engagement with the tools that you currently have in place? What life decisions are customers seeking out advice on?
• Are you packaging online PFM services with conventional financial planning to attract and engage new customers?
• Is there a way to offer advice to customers without them seeking it out, in order to engage your services to meet future financial goals?

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In a industry that is primed for disruption but stunted by legacy systems, recruiting the right talent becomes of the utmost importance. Millenials are naturally trained to use new digital devices and understand the mindset of younger clients, so they seem like prime candidates for digital teams. Join this session to see how RBC is attracting the ideal millenial while competiting for their attention with newer, more agile tech companies. And once you they have been hired and trained, how is RBC retaining them?

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Three years into the journey of harnessing predictive analytics, machine learning and other technologies to drive highly personalized consumer banking experiences, there is much to report.

In this informative, data-driven keynote, Personetics CEO David Sosna will reveal results amalgamated from top banks around the world that show why “getting personal” with customers may be your best weapon in driving higher customer engagement, trust and cross-sales. He’ll also provide a look into the future for this exciting new category of digital banking, unveiling some of the latest customer experiences Personetics is creating for deployment across bank channels.

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Many digital marketers are using big data and predictive technology to more accurately pinpoint exactly who they should target, but admittedly, there are still a lot of wasted impressions being served to online users who will never convert.

This session will walk you through a case study of Lending Tree’s success in using big data and predictive analytics to pinpoint exactly who NOT to target. Through an innovative targeting technique called Audience Filtering, Lending Tree was able to improve conversion rates significantly by avoiding users who were highly unlikely to convert.

Hear how Lending Tree implemented an audience filter across their digital channels and used a test and control methodology to measure the impact.

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It’s an exciting time to be working in content strategy. Not only can we create multiple kinds of content to be put out through multiple content channels, we can “do-it-ourselves” faster and more easily than ever, and we can reach record numbers of people in far-flung places and sectors. The key, however, lies in the melding of old and new: new digital, mobile, crowdsourcing and other tools are still best used in the service of strong, basic storytelling with quality, trusted content that draws the audience in. We’ll explore how media successes have, rather than dilute offerings in today’s sea of content, made them stand out across channels in the seamless aggregate…including examples of transmedia (akin to omni-channel) storytelling versus multi-media storytelling, and how the reach, meaning, and impact of “community” and “audience” are being redefined in our socially connected world.

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Join your fellow NetFinance attendees for a golf scramble at the world renowned Trump National Doral Golf Course

(for information contact elizabeth.robillard@wbresearch.com)