CBA Webinars

CBA Team Contact

Maren Colon
mcolon@consumerbankers.com
202-552-6394

Leverage Customer Journeys to Transform Your Business and Create Sustainable Delivery Capability

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PRESENTERS:
Yogesh Mishra, BCG

ABOUT THE WEBINAR:

Digital technology and changing customer expectations are putting pressure on banks to deliver new, improved experiences. Many banks have initiated Customer Journey mapping exercises to design and deliver the new reimagined  experiences, but these efforts have not achieved their full potential.

Join BCG Experts to learn best practices in end to end journey program design, design thinking method to re-imagine experiences and ways of creating sustainable capabilities for delivering large scale change.

THIS WEBINAR WILL COVER:

  1. Journey program design &  governance models as the primary vehicle to drive the change agenda for banks
  2. Business benefits from end to end customer journey program
  3. Design thinking techniques to re-imagine the customer experience

TOP 3 BENEFITS TO ATTENDEES:

  1. Understand typical benefit drivers from end to end customer journey programs
  2. Understand best practices in defining journey scope and structure
  3. Understand how to integrate design thinking innovation to agile way of quick benefit delivery

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Yogesh Mishra

Principal, Dallas

Yogesh is Principal in the Dallas office, He has over 17 years of experience, with a focus on defining customer strategies, designing customer experience, developing customer operations delivery models, and implementing digital technologies. Yogesh leads customer journey programs for multiple banks and financial service firms covering new relationship experience, on-boarding, customer servicing, fraud management, home buying, credit etc..

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