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Jake Fowler

Shaping Customers’ Banking Journeys with Trust and Engagement



Marc DeCastro, Research Director, IDC Financial Insights
Matt Norton, Principal Consultant, FICO


Your customer’s ideal banking journey is being shaped by technology advancements, analytics and experiences outside of the banking industry. Digital transformation is about more than just implementing a new or enhanced digital solution.  True transformation addresses these customer preferences and provides use cases that span across your organization.


  • Drivers facing the financial services industry today, relevant predictions, and the impact it has on overall organizational strategy 
  • Trends when it comes to the interaction customers have with financial channels and what should financial institutions be concerned about in the future. 
  • Best Practices in shaping your digital banking journey in a way that improves customer loyalty, engagement and profitability

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Marc DeCastro

Research Director, Consumer Banking, IDC Financial Insights

Marc DeCastro is Research Director for IDC Financial Insights responsible for the consumer banking engagement strategy practice. Mr. DeCastro’s core research coverage includes the complete omni-experience journey for the retail customer, including branch transformation, digital product strategies, and onboarding. Based on his background covering the consumer banking space, Mr. DeCastro’s research also includes a particular emphasis on how consumer trends and habits are forming the next generation products and services that utilize current and emerging technology.

Matt Norton

Principal Consultant, FICO

Matt has over 20 years of experience in credit card and personal loan banking in mature and start-up markets in the US and Spain. Matt has proven technical and operational management experience across numerous lines of business and staff management positions throughout the credit life cycle including new account origination, portfolio management and collections. At FICO, Matt is part of the Credit Risk Lifecycle Line of Business leveraging his extensive knowledge of developing and implementing strategies to improve profitability and mitigate portfolio risks.

Previous to FICO, Matt worked at Santander, Bank of America and MBNA.  Matt is a bilingual professional with proficiency in Spanish and holds an MBA from EALDE Business School.

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