XM Knowledge Base
Year in review: experience management in
financial services
What you will learn from this webinar
- The increased demand for trust, and its role as a key competitive advantage.
- The ways that large and small institutions are addressing the need for product and service excellence.
- The role of digital and always-increasing expectations of the digital customers and members.
- The impact of AI in driving efficiency and personalization, and the interplay between human connection and technological & service excellence.
Webinar_
Year in review: experience management in
financial services
It’s been quite an eventful year in financial services. As rates rose, inflation stayed high, and spring 2023 spate of bank failures shook the market, we’ve never seen trust, personalized service, and digital tools be more important.
Featuring
Dr. Elizabeth Erkenbrack
RVP, Financial Services Strategy and Solutions
Dr. Elizabeth ErkenBrack is the RVP for Financial Services Strategy and Solutions for Qualtrics, bringing her Linguistic Anthropology and global practitioner background together to help organizations deliver exceptional experiences for their customers and employees. She specializes in program strategy and development, maturing and expanding XM, linking XM metrics and operational metrics, and championing XM programs among internal stakeholders. Dr. ErkenBrack has a proven track record helping clients unlock the power of using data to bring a human voice to business puzzles, bringing the “why” to the ”what” of operational metrics. She is a proud alum of the University of Pennsylvania and Vassar College.
Dr. Elizabeth ErkenBrack is the RVP for Financial Services Strategy and Solutions for Qualtrics, bringing her Linguistic Anthropology and global practitioner background together to help organizations deliver exceptional experiences for their customers and employees. She specializes in program strategy and development, maturing and expanding XM, linking XM metrics and operational metrics, and championing XM programs among internal stakeholders. Dr. ErkenBrack has a proven track record helping clients unlock the power of using data to bring a human voice to business puzzles, bringing the “why” to the ”what” of operational metrics. She is a proud alum of the University of Pennsylvania and Vassar College.
Dmitry Binkevich
Global Head of Financial Services
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.
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.
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