Final call to experience innovation at Bank Customer Experience Summit

This year attendees will experience innovation across banking, retail, hospitality and the restaurant spaces firsthand at the jointly held Bank Customer Experience Summitand Interactive Customer Experience Summit in Charlotte, North Carolina from Sept. 11 to 13, with the banking side held Sept. 12 to 13.

One badge will gain entry into both events, which will cover trends in customer experience across a variety of areas including branches, self-service, hospitality and more during panel discussions and the BCX and Elevate Awards ceremony. The events are hosted by Networld Media Group.

One panel will cover how banks are using self-service technology and other tools to transform branch experiences away from purely transactional spaces.

"The most exciting aspect of branch design that I have observed is the shift towards a more intimate and conversational environment. Branches are no longer just sterile, transactional spaces with teller windows and counters. Instead, they have become welcoming and engaging spaces that foster meaningful connections between clients and bankers," Katie Meyers, a panelist and VP and CXO at Manasquan Bank, said in an email interview.

Another panel will examine how financial institutions can appeal to small businesses that often feel disconnected from banks.

As a published report at Entrepreneur noted, "Leaders have low expectations of what banks can do for them, and they don't see banks as institutions that can help them run their businesses. So they're broadening their options and tapping fintech offerings to meet their needs instead."

The panelists will focus on how banks can utilize personalization, one-on-one interaction and digital tools to reach small businesses through an omnichannel experience.

"Banks can create a more hospitable environment for customers by personalizing touch points with customers across all channels. Every time a customer is authenticated, they should be greeted by name whether by a live employee or by digital content. The banker, contact center agent, or digital workflow should demonstrate awareness of recent transactions, especially transactions or inquiries were started but not completed in other channels," Marbue Brown, founder of the Customer Obsession Advantage and panelist, said in an email interview.

These are just a few of the topics that the joint summit will cover. Other panel topics include:

• Hospitality trends in banking.
• Delivering a good customer experience across industries.
• What's the latest and greatest with self-service?
• How to humanize the virtual shopping experience.
• Measuring your messaging.
• How banks can craft the customer journey.
• Creating a more inclusive experience.
• How to utilize the metaverse.
• How to utilize AI.

The panelists represent a variety of small and large organizations including:

• JPMorgan Chase.
• Bank of America.
• OneUnited Bank.
• BurgerFi.
• Toyota Connected.
• NASCAR Hall of Fame.

Lastly, attendees can see real-world innovation first hand during the Elevate and BCX Awards, which will honor nine organizations that have created or implemented technologies that have big impacts on customers.

Click here to register for the joint event. Use the code AMCEDIT20 for 20% at checkout. Online registration closes on Sept. 8.

Register & Save 20% Code: AMCEDIT20