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Tuesday, March 10, 2015

5:00 p.m. - 5:30 p.m.
Track: Digital/Mobile View Track

ANATOMY OF A DIGITAL TRANSFORMATION

Jody Bhagat, SVP Omnichannel Sales and Channel Engagement, US BANK

As the banking industry adapts to a rapidly changing digital landscape, many companies are
undertaking a digital transformation.  They are reinventing capabilities, processes, customer experience flows, and organizational structures to better meet shifting consumer expectations and demands.  In this session, we'll use U.S. Bank's multi-year digital transformation as a case study to discuss lessons and learnings.  Which aspects need to be tackled first and what
can be done to maintain momentum?  We'll zoom in on the challenges and make the lessons extensible to programs focused on delivering channel excellence.  Single channel excellence is the foundation for an effective Omnichannel model.

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