Jim Marous on the state of the customer journey

Jim Marous on the digital customer journey

  • Cristina Danila
  • September 8, 2016

Jim Marous is an internationally recognized financial industry strategist, speaker, author and the publisher of the Retail Banking Strategies section of The Financial Brand and the Digital Banking Report. He has also contributed to our thought leadership platform, BankNXT.

He works with financial institutions worldwide on using customer insight and data to drive results. This includes developing innovative, multichannel solutions for acquisition, engagement, expanding share of wallet and retention. He has helped to successfully launch new products and services, as well as build and reinforce existing products and brands.

In this special recorded webinar, we talk to Jim about the digital customer journey, the current state within banks, as well as their plans for the future.

Banks need to improve their customer experience, and digital channels are the best way to achieve this. Many FIs know this already, yet still find it difficult to seize the opportunity, despite knowing many customer pain points, such as:

  • No real onboarding process.
  • The personalization gap.
  • The lack of a seamless omni-channel experience.

Cristina Danila

Global Marketing Manager at Backbase. Adaptive and impactful international marketing and communication (MarCom) manager with more than 9 years of experience working for international companies, always serving a global audience, experience in both a B2C as a B2B setting. Currently responsible for creating the global demand and revenue generation campaigns, public relations, digital strategy, and the corporate identity / brand experience.