Hear what matters most in customer experience in financial services and which financial institutions do it best (and why). Based on insights from our Humanizing Customer Experience Vol 2 research and report, we explore why humanizing matters and identify the core competencies that are key to delivering a more humanized customer experience and driving improved customer satisfaction and loyalty in banking.

Additional topics discussed include:

  • The expanding banking ecosystem
  • What’s trending for loyalty programs, rewards, incentives
  • Balancing digital and in-person experiences
  • Category leaders and laggards


Brian Elkins

Executive Director, Financial Services, Monigle

Jacquie Hersch

Global Head of Industry Solutions, ServiceNow

Kristin Streett

Head of Banking Industry, Americas, ServiceNow

Janet King

Vice President, Research and Content Solutions, Arizent

Investing in the customer experience

Hear banks’ top priorities and where they plan plan to focus their efforts in customer experience over the next few years.

Behind the research

Learn about the background, research methods, and predictability of the Humanizing Customer Experience model and report.

Why humanizing matters

The research shows most consumers stick with their primary bank for the long-haul. Learn about how this can be a double-edged sword of loyalty and apathy.

Considering challenger brands

Hear about what traditional banks should consider as non-traditional players move into the banking space.

Fostering a deeper connection

Learn about how banks are performing when it comes to the emotional aspects of customer experience and where the biggest opportunities to improve are.

Retail Banks vs. Credit Unions

In this video, dive into the research and why credit unions often outperform retail banks on the emotional aspects of the customer experience.


Considering consumers value a variety of personalized experiences, hear about opportunities for financial institutions to capitalize on personalization.

Balancing digital and in-person experiences

Learn about consumer preferences between online and in-person experiences and how banks can balance the two.

What’s ahead?

Hear from Brian, Jacquie and Kristin about where banks should look in terms of future investment in customer experience and the reasoning why.

Curious to learn more?

Make sure to download our latest Humanizing Customer Experience Vol 2 report for in-depth data and insights into the key national trends, attitudes and behaviors impacting the customer experience in the financial services sector.