BREAKOUT SESSION / TUESDAY / SEPTEMBER 14, 2021 / 11:00 AM
From Transactional to Relational: Gaining New Customers and Keeping Them for Life
No matter the age of your organization, there is a constant need and desire to acquire new customers and convert them into lifelong relationships. To do this, one must move from a relationship based on transactions to one based on customer financial wellbeing and advice. In this session, we’ll discuss how to create the right culture and strategy to engage consumers wherever they are in their financial lives.
PANELISTS
Andy Cease | Manager, Product Marketing | Entrust
Andy joined Entrust in 2017 to help develop and bring to market transformative products that make it easier for financial institutions to improve their cardholder experience. Prior to joining Entrust, Andy worked in a variety of product, marketing and operational roles for companies specializing in digital payments, cloud computing, and e-commerce. Andy has a bachelor’s degree from Michigan State University and a master’s degree from the University of St. Thomas.
EJ Kritz | VP, Training & Customer Experience | ath Power Consulting
EJ Kritz is a seasoned strategist, trainer, and keynote speaker with extensive experience working for some of the finest brands in Financial Services, Retail, Call Center, Franchising, and Media. As the Director of ath Power Consulting’s Training, EJ supports banking organizations of all sizes to build and deliver world-class training solutions focused on such critical topics as Customer Experience, Leadership, Management, Needs-Based Sales, Employee Engagement, Problem Resolution, and more.
Tom Long | Founding Manager | The Long Group
For more than 25 years, The Long Group has been building benchmarks for performance and providing business intelligence, analytics, strategic insight and guidance. As a recognized industry thought leader, Tom Long is a contributor to BAI, Credit Union Times, CUToday, Bankers Digest and Bankadelic. Tom has been a featured speaker for the American Marketing Association, BankWorld, the Mid-west Summit, the NAFCU Strategic Growth Conference, National Association of Credit Union Management and numerous banking and credit union associations. Tom has been a guest lecturer at the Boston College Carroll School of Management MBA program.
Maria Tchernychova | Head of US Customer Lifecycle & Digital Channels Marketing | BMO Harris Bank
Speaker bio coming soon!
Maja Neable | CMO, Personal & Business Banking, North America | BMO Financial Group
Maja Neable is CMO, North American Personal and Business Banking at BMO Financial Group. She is a dedicated customer advocate and passionate about creating innovative and intuitive experiences. Before BMO, Maja was Chief Customer Officer at Telenor, a worldwide telecommunications company. Under Maja’s direction, Telenor achieved leading NPS scores, overtaking their competitors by a significant margin. Prior to Telenor, Maja spent seven years building leading digital experiences at Expedia, the largest digital travel company in the world. She holds a Bachelor’s of Math from University of Waterloo, and an MBA from IMD, Lausanne, Switzerland. Maja is a proud soccer mom and an avid skier.
MODERATOR
Jean-Pierre Lacroix | President, Founder | Shikatani Lacroix Design
With over 30 years of industry experience, Jean-Pierre Lacroix has garnered a reputation as a visionary design thinker, strategist, author, and speaker. Since the opening of Shikatani Lacroix Design, JP has grown his company into one of the most respected multi-disciplinary strategic design agencies in the world. Along the way, he has served as a board member of numerous associations and councils, as well as authored a wide range of books and research reports, including Belonging Experiences, Desire by Design, Think: The Future of Retail Banking, Think: Inspiring the Future of Retail, and DeepReal: Strategies for Brands in the Age of Misinformation.
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