Resource Library

Welcome to the Customer Experience Exchange for Banking, Financial Services and Insurance Resource Library. Here you will find exclusive thought leadership content from past Exchanges as well as industry-leading content which you are able to download for free.

Featured Downloads

4 Customer Acquisition Strategies for the Next Normal

COVID-19 has radically changed every part of our lives, forcing marketers to rethink how to acquire customers. Even as the country reopens, changes in consumer habits will persist. Learn how to adapt and create meaningful relationships with customers that will endure.

5 Ways Forms Create Friction in Life Insurance and Hurt Your Bottom Line

Are your forms creating friction? From policy quoting to claims, your company probably uses dozens if not hundreds of forms to support client and agent interactions. In the digital-first era, it’s time to re-imagine these forms as two-way interactive “conversations.” Access this ne ...

The New Age of Client Onboarding in Wealth Management

Did you know that 82% of investors do not use the same financial advisor as their parents? With over $30 trillion in financial and nonfinancial assets passing from baby boomers to their heirs in North America alone over the next 30 to 40 years, wealth managers have tremendous opportunities to cap ...

Honor the Military and Win New Customers for Life

When done right, a campaign that genuinely honors the military can also build brand loyalty. With 37 million members in addition to reservists, spouses, and dependents, the military community has $1.2 trillion in spending power and customers that align with any brand. Here’s how to en ...

Evolving from Customer Communications to SMARTER Conversations

62% of consumers say that they are likely to switch vendors if their communications expectations aren’t met. Digital disruption has changed the game for the insurance industry. Member loyalty is the key to success, ...

A View from the Top: A Series of Interviews with Industry Experts

A series of interviews with thought leaders from the CX, Banking, Financial Services and Insurance industries.

CX BFSI Investment Priorities 2019

We surveyed our network of CX leaders within Banking, Financial Services and Insurance to discover where they’re investing their budgets over the next 6-12 months. Not only did they outline their immediate investment needs* but also outlined their investment interests in areas they are wanting to ...

The Changing Face of the Financial Services Customer

Nowadays customers are more savvy than ever before. Whatever their purchase, customers want their experience to be consistent, with their problems solved quickly, and with full transparency. Financial Services across North America have woken up to this and are now becoming much more competitive ...

Archive

Personalization vs Automation

Customers are engaging with FS organizations in a much more sophisticated way than ever before, with the emergence of digital handing the power directly to the customer. But how are organizations using emotional engagement, personalization, even individualization in the fight to remaining competitive? How are the biggest FS players delivering...

Welcome to Digital Disruption

Buying behavior have forever changed with customers in all markets. As a result, financial firms now need to compete with a whole new kind of ‘great’ experience. Ulrika from Lithium takes the audience through how FS organizations can allow customers to take charge through digital.

Interviews with Industry Leaders

CX BFSI US 2019 | Presentation | Vice President Analyst, CX, Gartner

An exclusive presentation from the 2019 Customer Experience Exchange for Banking, Financial Services and Insurance USA delivered by Gartner's Vice President Analyst of Customer Experience.

CX BFSI US 2019 | Presentation | Executive Director, CSG

An exclusive presentation from the 2019 Customer Experience Exchange for Banking, Financial Services and Insurance USA delivered by CSG's Executive Director.

CX BFSI US 2019 | Presentation | CEO, Extractable

An exclusive presentation from the 2019 Customer Experience Exchange for Banking, Financial Services and Insurance USA delivered by Extractable's Chief Executive Officer.

CX BFSI US 2019 | Presentation | Senior VP, Synchrony Financial

An exclusive presentation from the 2019 Customer Experience Exchange for Banking, Financial Services and Insurance USA delivered by Synchrony Financial's Senior Vice President.

CX BFSI US 2019 | Presentation | CTO, Stratifyd

An exclusive presentation from the 2019 Customer Experience Exchange for Banking, Financial Services and Insurance USA delivered by Stratifyd's Chief Technology Officer.

CX BFSI US 2019 | Panel | Fostering a Customer-centric Culture

An exclusive panel discussion from the 2019 Customer Experience Exchange for Banking, Financial Services and Insurance USA on Fostering a Customer-centric Culture.

CX BFSI US 2019 | Presentation | COO, Aflac Group

An exclusive presentation from the 2019 Customer Experience Exchange for Banking, Financial Services and Insurance USA delivered by Aflac Group's Chief Operating Officer.

CX BFSI US 2019 | Presentation | VP, Innovation and Growth Strategy, BNY Mellon

An exclusive presentation from the 2019 Customer Experience Exchange for Banking, Financial Services and Insurance USA delivered by BNY Mellon's Vice President of Innovation and Growth Strategy.

CX BFSI US 2019 | Presentation | COO, Citizens Access

An exclusive presentation from the 2019 Customer Experience Exchange for Banking, Financial Services and Insurance USA delivered by Citizen Access's Chief Operating Officer.

CX BFSI US 2019 | Presentation | MD of CX, UBS

An exclusive presentation from the 2019 Customer Experience Exchange for Banking, Financial Services and Insurance USA delivered by UBS's Managing Director of Customer Experience.

CX BFSI US 2019 | Presentation | Senior Strategic Business Consultant, Genesys

An exclusive presentation from the 2019 Customer Experience Exchange for Banking, Financial Services and Insurance USA delivered by Genesys's Senior Strategic Business Consultant.

CX BFSI US 2019 | Presentation | Head of CX - Consumer Banking & Wealth Management, Chase

An exclusive presentation from the 2019 Customer Experience Exchange for Banking, Financial Services and Insurance USA delivered by Chase's Head of Customer Experience for Consumer Banking & Wealth Management.

CX BFSI US 2019 | Presentation | Head of Customer Success, Zendesk

An exclusive presentation from the 2019 Customer Experience Exchange for Banking, Financial Services and Insurance USA delivered by Zendesk's Head of Customer Success.

CX BFSI US 2019 | Presentation | Industry Lead, Contact Center, Appian

An exclusive presentation from the 2019 Customer Experience Exchange for Banking, Financial Services and Insurance USA delivered by Appian's Industry Lead, Contact Center.