Nailing customer experience in the digital era

20 Dec 2021
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Nailing customer experience in the digital era

Nailing customer experience in the digital era

20 Dec 2021
About the speakers
  • Matthew Marolda
    Matthew Marolda
    Chief Innovation Officer at Acrisure
    Matthew Marolda is a member of the executive leadership team at Acrisure, where he serves as Chief Innovation Officer. Prior to joining Acrisure, Matt was a leader at Tulco Holdings, an alternative investment platform using AI to unlock significant value in its portfolio companies. In addition to Tulco, he currently serves as a board member, advisor, or investor in Soundhouse LLC, Ultranauts, Life Vault, Harvard Data Science Review, and the USA for United Nations High Commission for Refugees (UNHCR). Previously, Matt was President of WarnerMedia’s Applied Analytics division, which uses data and analytics to drive strategic, marketing, and creative decisions across its brands and operating divisions, including Warner Bros., HBO, CNN, TNT/tbs, and Turner Sports. He joined WarnerMedia via its acquisition of Legendary Entertainment’s Applied Analytics division. Matt founded Applied Analytics and served as Legendary’s Chief Analytics Officer. Matt was part of the executive team that led the sale of Legendary Entertainment to Dalian Wanda in 2016 for $3.5 billion. Prior to Legendary, Matt founded StratBridge LLC, which had two software solutions, both of which he sold as stand-alone businesses: a “moneyball” player analysis platform used by many organizations in the NFL, NBA, English Premiere League, and Major League Soccer; and dynamic pricing and revenue analysis platform used by many professional sports teams. Matt earned his MBA at the Tuck School at Dartmouth where he won the Adams Award for Excellence in Entrepreneurship. He graduated from Bowdoin College with Honors, earning majors in economics and mathematics and a minor in art history.
  • Beth Johnson
    Beth Johnson
    Chief Experience Officer at Citizens Financial Group
    Beth Johnson is Chief Experience Officer (CXO) of Citizens Financial Group, Inc. Named to this role on Jan. 27, 2020, Johnson leads an organization focused on improving the customer experience by advancing the bank’s overall capabilities in customer analytics and digital. Specific areas of responsibility include digital experience design, enterprise customer analytics, customer experience, organizational transformation, brand and advertising, communications, and payment strategy. Johnson previously served as chief marketing officer and head of virtual channels, responsible for corporate-wide marketing activities and for advancing Consumer Banking growth and profitability by leading and aligning the businesses’ strategy, brand, customer experience and data analytics efforts. She joined Citizens in October 2013 as head of Corporate Strategy. Prior to joining Citizens in 2013, Johnson was a senior leader at Bain and Company. She served as a partner and leader of its customer strategy and marketing practice, specializing in financial services. She regularly co-authored Bain’s annual Customer Loyalty in Banking study. Johnson also held roles at J.P. Morgan and Goldman Sachs, where she focused on fixed income and derivatives products for commercial banking clients as well as risk management. She earned a bachelor's degree in economics from Northwestern University and an MBA from Stanford University

Key takeaways

The future of financial services depends on investment in talent and the development of personal relationships digitally as well as physically.

Artificial intelligence can accelerate predictions on individuals and help take away friction in transactions.

The ones who get seamless interaction models across different channels right will be the winners in the future.