Executive Innovation: The Evolution Of Customer Experience & Sales

Carrie Chitsey Wells is joined by Shannon Burch of Scotiabank. They discuss the change in consumer behaviors and the desire for video banking. Shannon shares what other banking executives should be thinking in regards to the customer of "tomorrow". Shannon and Carrie talk about: How the banking contact centers now require a different level of training, process, and environment as they have now before more "virtual tellers and bankers" vs. typical contact centers. How does big data come into play in personalizing the relationship and helping give customers the financial advice they are looking to receive. Should you market and segment by age? Shannon shares that mobile video banking allows customers what they want "convenience". Any executive in the banking community will not want to miss this podcast! Learn more about video bankingSupport the show (http://www.helpinghumans.care)