customer with credit card
Consumer Deposit, credit, mortgage, lines and loans
Small Business Business banking & lending, merchant services, payroll
Wealth Private banking, trust, retirement, brokerage
Risk Management Fraud claims, collections, Executive Office
Insurance Personal, business, homeowner, Identity Theft Protection
Corporate & Commercial Treasury Management, wholesale, correspondent banking

Success Snapshots

Customer Communications

For a CEO-level initiative, helped a Top 5 bank create and execute a multi-year roadmap to transform customer communications.

Social Media & Content Marketing

Delivered social media analytics to help financial institutions leverage social media to meet key business objectives, and promoted fintech conferences with blogs, social posts, and video interviews.

Voice of the Customer

Developed and implemented an enterprise-wide Voice of the Customer program, including strategy, data acquisition, analysis, reporting and rollout.

Case Studies

Transforming Communications to Improve Customer Experience
PDF (320KB)
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Improving Customer Experience for Negative News
PDF (265KB)
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Communication Strategy to Increase Adoption of Digital Banking
PDF (285KB)
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Improving Experience for Wealth and Brokerage Clients
PDF (260KB)
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Managing Customer Experience through a Voice of the Customer Program
PDF (226KB)
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