The Most Powerful Women in Banking 2020: The new rules of customer experience

Our customers’ needs and expectations changed drastically in 2020, in the process overturning many of our conventional thinking about customer experience. Yes, it has accelerated everyone’s embrace of digital channels and platforms. But it has also emphasized the value of the human touch. How can we strike the right balance? Join Beth Johnson, EVP, Chief Experience Officer and Chief Marketing Officer at Citizens Bank; Liz Wolverton, EVP, Chief Strategy & Customer Experience Officer at Synovus in a discussion with Bonnie McGeer, Executive Editor of American Banker from this year's The Most Powerful Women in Banking event.