Listen to “Bringing the Human Touch to Digital Banking w/ Caitlin Drake” on Spreaker.
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Digital relationship banking doesn’t imply clients solely work together with a chatbot or automated messaging — there’s a extra private facet to the expertise that scales with buyer relationships.
Bringing the human contact to digital banking continues to be a vital part of success. Care and compassion aren’t in and of themselves radical concepts, however how we use them could make all of the distinction in buyer expertise. What if as an alternative of scripts and predictable dialogues, we inspired representatives to interact with their clients via intuition?
At the moment’s visitor is Caitlin Drake, SVP of Buyer Expertise & Digital Banking at Busey — a hub for bringing humanity into digital banking experiences just lately honored as one in every of “America’s Greatest Banks” by Forbes and one of many “Greatest Banks to Work For” by American Banker.
Caitlin is a devoted advocate of human-centered enterprise practices and believes within the energy of autonomy all through firm personnel and buyer care. She additionally champions the consequences of a private contact as a retention technique however, extra importantly, as a channel for connection.
Caitlin has 15 years of expertise within the monetary providers sector and brings a wealth of information on buyer expertise and digital transformation. She goals to convey parts of non-public contact into each facet of her work.
At the moment Caitlin shares how enabling buyer care personnel to satisfy their connections proper the place they’re at — after attending to know them on a significant stage — “shock and delight” can tackle an entire new which means. She additionally talks about how creativity abounds when going above and past. Actually, she shares that whereas preserving all strategies related to every distinctive buyer, this creativity can look nonetheless you need it to.
Caitlin and I additionally mentioned:
• Why buyer expertise isn’t a “good to have”
• How a 150-year-old model promise nonetheless guides Busey as we speak
• What the established order of the banking business is
• How Busey’s workforce is humanizing digital banking
• How a perceived price heart turned a significant and award-winning care heart
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We additionally embed the total dialog and make it searchable proper right here in these blog posts. The recording with Caitlin Drake is true right here …
Listen to “Bringing the Human Touch to Digital Banking w/ Caitlin Drake” on Spreaker.
Video Highlights: Bringing the Human Contact to Digital Banking
Take a look at the highest 5 video highlights from the dialogue with Caitlin Drake …
1. Buyer Expertise is Model Notion
2. The Busey Promise and Pillars
3. Digital Banking and Constructing Relationships
4. Care Middle Hiring and Promotions
5. VCX Credentials: CCXP by way of CXPA
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