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Mastering the Customer Experience: What Consumers Expect from Financial Institutions



Peter Wannemacher, Principal Analyst at Forrester Research

Chris Atwood, SVP, Senior Marketing Officer, Equifax Inc.


How you engage with consumers is not just changing, it has forever changed. Engagement is happening in the digital realm more than ever before. And financial institutions are finding it increasingly difficult to consistently create meaningful interactions as this move to digital makes it more challenging to deliver relevant and personalized service. Yet delivering a highly customized experience and offering solutions that make it easy for consumers to say “yes” wherever they are in their moment of need, is an experience they will long remember. Brands that master this experience will win the affection and loyalty of customers amid growing competition and changing expectations.

Join Equifax and guest speaker, Peter Wannemacher, Principal Analyst at Forrester Research as we explore consumer expectations and perceptions of banking providers. The disconnect between what consumers want and what financial institutions think they want may surprise you.


  • What consumers want and need from financial institutions
  • How key initiatives of banking providers differ from consumer priorities
  • How to deliver an optimal experience that builds more meaningful and lasting customer relationships 

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Peter Wannemacher

Principal Analyst at Forrester Research, Forrester

Peter Wannemacher is a Principal Analyst at Forrester. He works with bank executives and their digital teams to challenge thinking and lead change in banking. Peter's strategic frameworks help banks build a plan of attack for future disruption and he leads Forrester's ongoing digital banking benchmark research. Peter's recent research includes "Amazon Invades Banking: Here's What You Should Do” and “Bots Aren’t Ready To Be Bankers.” Peter has appeared in American Banker, Bloomberg Businessweek, CNBC, The New York Times, TechCrunch, and The Wall Street Journal.

Chris Atwood

SVP, Senior Marketing Officer, Equifax Inc.

Christopher Atwood is Senior Vice President, Senior Marketing Officer at Equifax, responsible for leading strategy, product, marketing, distribution and pricing for the company’s US Information Solutions business. During his tenure, Chris has also led new product innovation and existing product portfolios for enterprise verticals and domains in the US, and was responsible for integrating Equifax enterprise assets – data, analytics, technology and expertise. He has also held various marketing and leadership positions for Equifax Personal Solutions. Prior to joining Equifax, Chris served as Client Partner for Genex – an Internet professional services firm. He has also served in various leadership positions at advertising agencies and Internet professional services firms in the US and around the world.   


03/05/2019 at 12:00 PM (EST)   |  60 minutes
03/05/2019 at 12:00 PM (EST)   |  60 minutes Please click the button to the right to join the webinar.