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.
Amanda Girardi | AVP, Retail Branching & Member Solutions | Affinity Federal Credit Union
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.
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.