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Keynote Session / Tuesday / September 12, 2023 / 1:00 PM

How to Understand Your Customer and Act On It

One challenge for every business is understanding your customer. For banks, they need to take a multifaceted approach to both understand their customers and act on it. During her keynote, Erin Cohee will discuss all the techniques OneUnited uses to understand its customers from demographics surveys to proactive outbound service calls to website click paths and more. She will also go one step further and talk about OneUnited's surprising insights and how you can take customer insights and turn them into impactful strategies for your customers.


Erin Cohee | VP of Digital Customer Experience | OneUnited Bank
Erin Cohee is the Vice President of Digital Customer Experience at OneUnited Bank, America's largest Black-owned bank and first Black-owned digital bank. OneUnited's mission is to use technology to close the racial wealth gap, provide best in class financial services and to make financial literacy a core value of the Black community. At OneUnited, Erin is responsible for increasing customer engagement and enhancing new product innovation. She spearheaded the expansion of the Bank’s ATM network to 100,000+ surcharge-free ATMs, the largest network in the country. Cohee implemented the OneUnited Customer Success team, a staff of dedicated professionals who are responsible for providing proactive data-driven customer service. She also launched Card Command, an innovative and simple to use card management solution. Erin has a bachelor’s degree from Brown University and a Master's in Management, Information Systems and Digital Innovation from the London School of Economics.