• Harmonizing disparate systems and data to mitigate the risk of fragmented customer journeys

 • Identifying all your touch points in order to surface your biggest opportunities for improvement

 • Leveraging data-driven orchestration to engage the customer throughout their journey

View the presentation above with Eastern Bank at the CX Exchange BFSI 2021 in Miami, as she shares key insights on:

• Examining the budgetary, legal and regulatory challenges that have impeded API adoption and eliminating them by including these teams in the design phase
• Overcoming the language gap between incumbent providers and next generation fintechs with a cohesive approach
• Exploring the value of data standards in scaling safe data aggregation
• Gaining the buy in of senior leadership teams by translating the value to a language they understand
• Setting innovation challenges for all employees to encourage a culture of critical thinking and idea generation
• Identifying the right process to execute your project with the best interest of the customer in mind, whether that is an internal build or a collaboration with external vendors

• Redefining roles to create the right hybrid-working model, which will not only encourage productivity, but also drive employee satisfaction

• Accounting for the continuously changing habits of customers and employees and measuring change effectively, to continually improve processes

• Resetting the expectations of your teams, to reflect the trust required to work remotely

• Ensuring employees have the right tools and training to build loyal, long standing customer relationships in a digital first world

• Removing friction points by turning manual tasks into digital customer journeys to provide the seamless experience expected by your customer

• Simplifying and accelerating the digitization process via EasySend’s no code drag and drop builder - your digital app is ready to seamlessly integrate with legacy systems and third party suppliers in a fraction of the time it would take an internal IT department to build

• Breaking down organizational silos to create a holistic view of your customer journey