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Jake Fowler

Consumer 2020—Emerging Trends To Maximize Customer Engagement and Loyalty



Michael Marx, Senior Director, Global Human Insights


Consumers have no shortage of options when engaging with financial institutions’ products and services. In a consumer landscape that is constantly evolving, it is critical to understand your customers and clearly communicate your offerings. As industry develops new consumer experiences, there are opportunities and challenges to addressing customer needs and expectations presented by a multi-generation consumer base. This presentation will identity the latest trends driving consumer choice, engagement, and loyalty to your institutions. Key themes will include market trends, the demand for immediacy, as well as the movement toward visualization and personalization of consumer products and services.


  1. An overview of evolving consumer trends over the last decade
  2. Key themes that will define consumer experiences in the future
  3. The importance of personalizing customer experiences


  1. Learn how to create content that will resonate with consumers in the digital age
  2. Understand how to manage product development, marketing approaches and delivery of information to a multi-generational and diverse set of consumers
  3. Learn principles to build loyalty among your customers

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Michael Marx

Senior Director, Global Human Insights, Visa

Michael Marx is currently Senior Director of Visa Inc. Global Human Insights. In this capacity, Mr. Marx is responsible for consulting and communicating with Visa payment card issuing clients and accepting merchants on all aspects of intelligence including market research, market intelligence, competitive intelligence and consumer trends that are ultimately relevant to the payments business.

Mr. Marx is a frequent speaker at industry conferences where he discusses key segments of the population who will drive the payments business going forward as well as ground-breaking Visa research efforts that contribute to the furtherance of its partners’ business.

Prior to joining Visa in 1996, Mr. Marx served for 11 years as manager of the corporate market research function at Wells Fargo. He has also held research positions at Clorox and Market Facts.

Mr. Marx holds a B.A. in Politics from the University of California, Santa Cruz and an M.A. in Communications from the University of Pennsylvania.


12/11/2019 at 11:30 AM (EST)  |  60 minutes
12/11/2019 at 11:30 AM (EST)  |  60 minutes Please click the button to the right to join the webinar.