Natalie Higgins

To deliver exceptional banking experiences, understanding the diverse needs, preferences, and expectations of your customers is essential. This session dives into how customer research and segmentation can illuminate the unique ways customers want to interact with their financial institution. Learn how to craft tailored messaging, design relevant touchpoints, and deliver personalized experiences across channels, from branches to digital platforms. Discover strategies to:  

• Align the diverse efforts of different departments by setting meaningful metrics that drive engagement and adoption 
• Harness customer data to assess and innovate across touchpoints  
• Advance segmentation capabilities to create experiences that resonate, deepen customer relationships, and support growth in an evolving banking landscape