Banking customer centricity with journey orchestration


Date: Wednesday, September 21, 2022
Time: 05:00 PM British Summer Time
Duration: 1 hour

Some leaders think customer journeys are a series of clicks on the website or steps in a process or workflow. Most firms believe that journeys are something they can control. Customer experience (CX) leaders attempt to steer consumers from point A to B to C to improve internal metrics like AUM, self-services rates, cost to serve and more.

But consumers have their own goals in mind, like refinancing their home or disputing a fraudulent charge. Some clients will use multiple channels, and some will rely on only one to complete the same transaction.

The way you measure customer journeys matters. And aligning customer goals with your institution’s objectives is a strategic imperative.

Register for the webinar to learn:

  • Why measuring journeys – rather than siloed interactions – is crucial in today’s experience economy
  • How to use journey analytics to improve CX measurement and orchestration
  • How journey analytics enables you to establish a link between CX and business outcomes

Register Now!
If you have already registered, click here to access.


Stefan Kauck,
Banking Industry Executive, Genesys

Stefan is a banking industry executive at Genesys with 20+ years of experience in financial services. When it comes to contact centers, his expertise includes improving operational performance, customer journey and engagement optimisation, and branch transformation.

Alex Pugh
Reporter, FinTech Futures

Alex Pugh is the reporter at FinTech Futures. He has over three years’ experience covering data protection, privacy, securities finance and fintech across print and online publications. He was previously a copywriter, writing ad copy at agencies including M&C Saatchi, Leo Burnett in Torino, Italy and at tech company what3words. He has also written for ‘corporate visioning’ company SciFutures on numerous occasions.


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