XM Knowledge Base
COFFEE WITH QUALTRICS // LIVE DISCUSSION
What matters most to retail banking customers in 2024
February 29, 2024 / 7 AM PT / 10 AM ET
In a landscape shaped by uncertainty and disruption, retail banks are increasingly turning to customer experience (CX) to build loyalty and differentiate themselves from competitors. In this session, we will explore data from Qualtrics XM Institute on how consumers view their retail banking experiences. We will identify gaps and opportunities for improvement, advice on how to deliver exceptional customer experiences in 2024, and lessons and best practices from banks that are moving the needle.
During this session, you’ll learn how to:
- Make human connections through digital channels
- Harness value from your contact center
- Design an omnichannel listening strategy
- Build trust with your key customers
Featuring
Katie Johnson
Solutions Strategist, Financial Services
Qualtrics
Katie is a Solutions Strategist, working with financial services institutions across the United States to build world class experience management programs. She is a researcher turned advisor who leverages deep methodological understanding to guide organizations in human-centered customer and employee experience design to solve their biggest challenges. Katie holds a PhD and master’s from North Carolina State University and a Bachelor’s from the
University of Virginia.
Isabelle Zdatny XMP, CCXP
Head of Thought Leadership // XM Institute
Qualtrics
Isabelle is the Head of Thought Leadership and an XM Catalyst with the Qualtrics XM Institute. As part of her role, Isabelle helps large organizations build and operate successful experience management (XM) programs by producing industry-leading content on XM trends and best practices, developing and delivering training, advising organizations on the design of their XM programs, and speaking on key XM topics and trends.
Dmitry Binkevich
Global Head of Financial Services
Qualtrics
Dmitry leads the global financial services business at Qualtrics. Dmitry joined Qualtrics after a 20-year career in financial services. Most recently, he served as the Head of Strategy and Planning for New York Life Insurance Company's core US business, where he led the incubation and build of New York Life's first digital planning platform. Prior to New York Life, Dmitry held a variety of senior strategy and go-to-market roles at Citigroup and Barclays Bank, and advised clients as an investment banker with Merrill Lynch & Co., and as a consultant with McKinsey & Company. Dmitry holds a B.S. (magna cum laude) in Finance from NYU Stern and an MBA with honors from the Wharton School of the University of Pennsylvania.