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Tuesday, March 10, 2015

3:30 p.m. - 4:00 p.m.
Track: Customer Experience Sponsored by Lithium View Track

PERSONALIZING DATA FOR STRONGER CUSTOMER EXPERIENCE

Pierre Habis, Managing Director and Group Head Consumer, Business and Private Banking, MUFG UNION BANK

Union Bank has found a way to personalize customer data in a way that allows employees to deliver a positive experience to the customer and allows the customer to feel like he/she is more than a number.  In an engaging case-study format that looks at our own research as well as industry trend lines, Pierre Habis will take the audience through the changes that have taken place over the last quarter century in the branch banking industry and explain why now more than ever it is imperative that bankers look at their own customer data as a tool to engage people no matter which branch office they step into.  How does a new branch employee, perhaps just a few weeks on the job, make a connection with a twenty five-year customer who has become accustomed to seeing the same faces in his/her branch?   Through a combination of new technologies, data analytics and a traditional common sense, high-touch, personalized way of banking, the newest employee can have a virtually seamless connection to someone who has been banking with us for a generation.  This is the critical puzzle piece in the drive to use data to retain customers and provide them with the highest level of service.

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