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Videos

03 Aug 2025

31min 27sec

Deliver a Premium Value to Your Customers Through an Effective Communication Strategy | Session Recording

In this compelling session from CXFS2024, Stephanie Wolfe, Executive VP and Head of Marketing at Global X, reveals critical strategies for building and maintaining a powerful brand that truly resonates with customers. Key highlights include: how to create a consistent brand communication strategy, engaging employees as brand ambassadors, leveraging digital channels to connect with customers, […]

Stephanie Wolfe

GlobalX

Videos

12 Jun 2025

30min 22sec

Evolving Customer Experience: Adapting to New Expectations | Session Recording

At the 2024 Customer Experience for Financial Services Summit, Sue MacDonald, Karim Bishara and Sean Albertson shared this Inspiring discussion. They highlighted the changing landscape of customer experience, focusing on the shift in B2B customers towards B2C expectations, especially in omnichannel interactions. Panelists discuss the importance of emotional engagement and prioritizing relationships over transactions. They […]

Sue MacDonald, Karim Bishara and Sean Albertson

Videos

12 Jun 2025

24min 33sec

Customer Data Secrets: How to Create Frictionless Digital Experiences | Session Recording

Unlock the power of customer data with Joe Crawford from Glassbox! In this game-changing presentation, learn how top companies transform digital interactions into seamless experiences. Key Insights: ✓ Understand the “Voice of the Silent” users ✓ Reduce customer friction across platforms ✓ Ethical AI and data collection strategies ✓ Real-world examples from financial services Don’t […]

Joe Crawford

Glassbox

Videos

12 Jun 2025

22min 06sec

Revolutionizing Contact Centers: AI’s Solution to Agent Turnover and Customer Experience | Session Recording

Join Dan from ASAP as he reveals groundbreaking insights into solving contact center challenges using generative AI. Learn how innovative technology can humanize customer interactions, reduce agent turnover, and dramatically improve customer satisfaction. Discover the four key elements of transforming customer service: hearing, understanding, proposing, and acting. Perfect for customer experience professionals, contact center managers, […]

Dan Rood

ASAPP

Videos

08 Apr 2025

29min 36sec

Phygital Banking: The Future of Customer Experience | Session Recording

Join Sue McDonald and Sandeep Choudhury as they dive deep into the evolving world of financial services, exploring how technology, data, and human connection intersect to create exceptional customer experiences. Key highlights include defining “phygital”, how branches are thriving in a digital age, customer-centric strategies and more! Learn about: -Hybrid Customer Experience – Employee-Centered Service […]

Sandeep Choudhury

RBC

Blogs & Reports

03 Aug 2025

The Future of Customer Engagement: From Acquisition to Lifetime Value | Whitepaper

Executive Summary: In today’s rapidly evolving financial services landscape, organizations must fundamentally reimagine customer relationships. The traditional model of transactional interactions has become obsolete. Modern consumers demand continuous, personalized, and meaningful engagement that extends far beyond initial product purchase. This whitepaper explores innovative strategies to transform customer relationships from one-time transactions to lifelong value partnerships. […]

Stephanie Wolfe

GlobalX

Blogs & Reports

03 Aug 2025

The Hidden Value of Third-Party Data in Financial Services | Blog Post

In the rapidly evolving landscape of financial services, institutions are facing unprecedented challenges: increasing customer expectations, technological disruption, and a more diverse customer base. The secret weapon in navigating these challenges? Third-party data. The Data Dilemma: Beyond Surface-Level Insights Traditional first-party data has long been the cornerstone of financial decision-making. While essential, it typically provides […]

Larry Filler

Environics Analytics

Blogs & Reports

08 Apr 2025

Reimagining Customer Experience: 8 Breakthrough Strategies | Blog

In the rapidly evolving world of financial services, customer experience is no longer just a buzzword—it’s the critical differentiator that separates innovative institutions from obsolete ones. Drawing insights from industry veterans Sue McDonald and Sandip Choudhury, here are eight breakthrough strategies to transform your banking experience.   Embrace the Phygital Mindset The future of banking […]

Sandeep Choudhury

RBC

Blogs & Reports

12 Jun 2025

Digital Friction Mapping — A Comprehensive Guide to Reducing Customer Experience Barriers | Whitepaper

Executive Summary Digital friction — the micro-barriers in a digital experience — is one of the leading causes of customer abandonment and loyalty erosion. This whitepaper explores its measurable impact on customer retention, outlines a strategic framework for identifying and removing friction, and offers actionable insights to help organizations build smoother, more intuitive digital journeys. […]

Joseph Crawford

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