CONTINUE TO SITE »
or wait 15 seconds

Bank Customer Experience Summit

Bank execs share innovative services at BCX Summit

Four presenters shared elevator pitches for innovative banking services products at the Bank Customer Experience Summit, held in Chicago from Aug. 31 to Sept 1.

Bank execs share innovative services at BCX SummitImage via Istock.com


| by Bradley Cooper — Editor, ATM Marketplace

Four presenters shared elevator pitches for innovative banking services products during a panel, sponsored by Compucom, at the Bank Customer Experience Summit held in Chicago from Aug. 31 to Sept 1.

The presenters were:

  • Jack Brennan, senior account executive, SigFig.
  • Bobby Moss, enterprise account executive, Attensi.
  • Huw Newton-Hill, head of Attensi US, Attensi.
  • George Theofilos, SVP, business development, Powerhouse.

Brennan led with a discussion on two products to deliver advice and better customer experience. The first is SigFig Engage, which aims to create a better experience than traditional collaboration platforms, which are often one-way.

"SigFig Engage is designed to draw person into meeting. It's personalized. It provides curated content for businesses, financial advisors, banking. We can integrate with CRM and draw that info into system."

Next, Brennan talked about SigFig Discovery, a lead discovery solution. Generally banks used face-to-face interactions at branches for lead generation, but that doesn't work in today's environment. The solution is lead centric and delivers personalized content to customers and insights to financial advisors so they can have better conversations with clients.

Bobby Moss and Newton-Hill spoke about employee training. Moss said employee training is important as it leads to more confident employees that can deliver more customer centric solutions. He used the example of baseball. The best hitters only hit 30% of the time. How do these batters get so skilled? They can't learn just by knowing the game or reading books, they have to practice in safe environments such as batting cages.

"At Attensi that's how we think. We give employees content but they have to learn by doing. We do simulated training," Moss said.

Newton-Hill then spoke about Attensi's simulated gamification training program, which allows employees to practice day-by-day operations whether they are in a branch or call center or another location. With this tool, employees can train in a safe gamification environment before engaging directly with customers.

Newton-Hill said that with this program s client saw its attrition rate go down by 14% It also saw a 20% increase in productivity, 40% reduction in staff turnover and 85% decrease in the knowledge gap.

George Theofilos finished the session by speaking on Powerhouse's multi-site enhancement services. In particular it does rollout programs and refresh programs to enhance the bank's exterior and interior across thousands of locations.

"Our reputation is built on being a central solution that takes it from point a to point z," Theofilos said. "There's a lot of design teams that has a different pace. We like to get all of stakeholders together and find out what's important and put together a program that's going to resonate with consumer."

Other services Powerhouse provides include:

  • Complete ATM solutions with removals, installations, security gates, turnkey and other services.
  • Refresh and rebrand for bank acquisitions.
  • FARO technology cameras to survey branches.

Powerhouse's motto, Theofilos said, is "We implement today what moves people through the experiences of tomorrow."


Bradley Cooper

Bradley Cooper is the editor of ATM Marketplace and was previously the editor of Digital Signage Today. His background is in information technology, advertising, and writing.

Connect with Bradley:  

Bank Customer Experience Summit


KEEP UP WITH ATM AND DIGITAL BANKING NEWS AND TRENDS

Sign up now for the ATM Marketplace newsletter and get the top stories delivered straight to your inbox.

Privacy Policy

Already a member? Sign in below.

  or register now

Forgot your password?


You may sign into this site using your login credentials
from any of these Networld Media Group sites:

b'S1-NEW'