Will Your Customer Service Strategy Survive Against the Competition?

It’s well understood that a customer’s experience drives their loyalty: 80% of customers say the experience is as important as the product or service itself. And in financial services, we know that loyal customers will bring increased wallet share. As customers are increasingly preferring contactless channels to interact with their banks, financial institutions in turn must be digitally innovative to support their customers.

In this webinar, gain insight into how Salesforce can be used to create personalized service experiences and implement this as a competitive strategy for your financial services organization. Listeners will also hear from our partner at Silicon Valley Bank on their service transformation journey and how they shifted the support workload of client-facing RMs to customer service teams and call center.

Key Topics:

• Gain an understanding of how great customer service in banking translates to profitability
• Learn how financial services organizations are becoming digital and rethinking their approaches to customer engagement and loyalty
• Hear how Silicon Valley Bank transformed their service management

Panelists:

• Rick Khanna – Sr. Managing Director – Silicon Valley Bank
• Kelly Horn – Banking Solution & Strategy Director – Salesforce
• David Schiff – Senior Partner – West Monroe
• Lee Carswell – Partner – West Monroe