Future of Financial Institutions: Use of Information Management to Turn Clients Into Advocates

May 25, 2021
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Overview

Information platforms will be critical to delivering customer experience and driving loyalty

Financial service organizations are in a bind. Customers expect seamless digital experiences. They expect every touchpoint – apps, websites, debit cards, branch visits, communications, and contact centers – to be relevant, integrated, and engaging. They expect every representative to be fully informed on all aspects of their customer's history and services. If one institution fails to deliver, it is easy to switch to another.

To meet the challenge, financial services providers must do more than create great user interfaces. They must replace manual and paper-based processes with digital ones. They must streamline information flows between disparate systems and empower employees with real-time and relevant information – and thus earn trust with every interaction.

Join IDC and OpenText on Tuesday, 25 May, 3-4pm CET to learn how information platforms are central to compelling customer engagements in the digital era. We will cover:

  • How digital has transformed customer expectations in financial services;
  • The role of information management in customer experience;
  • Applying use cases to the digitizing and streamlining of processes;
  • The key to threading disparate digital systems together;
  • How digital information flows empower customer-facing staff.

 

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Agenda

Time Event & Speakers
15:00

Welcome and introduction

15:05

The digital experience imperative

Mark Yates

Research Manager, Digital Transformation and Customer Experience, IDC Europe

George Briford

Associate Research Director, IDC

Research Director George Briford, Financial Insights, and Research Manager Mark Yates, Customer Experience, will examine how banks are transforming and how information platforms are crucial to customer engagement. 

15:18

Banking Transformation Reimagined: The growth of Customer Information Platforms

Monica Hovsepian

Global Industry Senior Strategist for Financial Services, OpenText

Simon Masterman

Global Solution Consulting Lead for Financial Services, OpenText

Customers today are demanding digital, seamless, intelligent interactions with their banks. At the same time, bank employees need transparent and relevant information in order to serve their customers. Processes and systems that are disjointed, manual-intensive, repetitious, and costly are no longer justifiable, especially due to significant negative impacts on costs and customer loyalty. In order to move from mere service provider to trusted advisor, banks must rethink processes and reimagine how they engage with customers. Join this webinar to find out how customer information platforms can:

• Enable employees to deliver improved customer experience

• Consolidate information into a single platform, thus reducing time to locate relevant customer information, as well as reducing risk, improving personal data management, and ensure compliance

• Streamline and digitize time-intensive, paper-based manual processes providing agility across the enterprise

 

15:33

The banking industry in action

The two bank representatives reveal how they are using information management to empower staff, streamline engagements, and improve customer experience.

 

15:49

We will close with a Q&A session to give you a chance to challenge the experts

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Interview

IDC and OpenText Interview 2021

 
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Contact Us

Kamila Smrckova

Conference Assistant

+420 778 881 901

Katarzyna Wodzinowska

Senior Account Manager

+48601 606 962

About IDC

57 Years | 1100 Analysts | 110 Countries

International Data Corporation (IDC) is the premier global provider of market intelligence, advisory services, and events for the information technology, telecommunications, and consumer technology markets. With more than 1,100 analysts worldwide, IDC offers global, regional, and local expertise on technology and industry opportunities and trends in over 110 countries. IDC's analysis and insight helps IT professionals, business executives, and the investment community to make fact-based technology decisions and to achieve their key business objectives. Founded in 1964, IDC is a wholly-owned subsidiary of International Data Group (IDG), the world's leading media, data and marketing services company. To learn more about IDC, please visit www.idc.com.