Webinar On Demand: The Impact of Digital Transformation on Customer Experience – Are You Leaving Money on the Table?
Listen now as Hrishi Talwar, VP of Digital Identity and Mobile Products at Equifax, and guest speaker Maxie Schmidt-Subramanian, Principal Analyst at Forrester, discuss integrated digital experiences within the banking and lending space.
Device technology is increasingly more pervasive – connected cars, programmable homes, and interactive voice assistants. Consumers now expect immediacy and relevance. They expect to be accommodated on any channel, anytime and anywhere they choose. And financial services are no exception.
Does your digital experience leave customers feeling annoyed or in control? Join Equifax and guest speaker, Maxie Schmidt-Subramanian, from Forrester Research as we explore how delivering an integrated and frictionless digital experience can improve loyalty and ultimately drive business growth.
Key learnings to help you:
- Drive business growth through customer experience (CX)
- Improve CX to drive loyalty which can create a revenue upside of millions of dollars
- Achieve a laser-like focus on CX may require a journey of deep transformation toward a new mindset and a new way of operating
- The rising bar of customer expectations is pressuring financial institutions (FIs) to remove friction and increase functionality to create seamless digital experiences for their customers
ABOUT OUR PRESENTERS:
VP, Digital Identity and Mobile Products
Hrishi Talwar is the Vice President for Digital Identity and Mobile Products at Equifax. In this role, he is responsible for the overall product strategy and execution of innovative Omni-channel solutions that leverage the extensive Equifax and partner data ecosystems to help improve identity authentication, customer acquisition, retention and channel profitability for business clients and the end consumer. Hrishi is a frequent speaker at conferences talking about the value of CX and the net positive impact to organizations.
Hrishi brings 20+ years of experience in building and launching enterprise and consumer product solutions from the ground-up, commercializing and creating net positive revenue and value for several Fortune 50 and start-up organizations.
Prior to joining Equifax, Hrishi has led and created innovation labs, formulated product and marketing strategies for First Data, Nokia, Motorola and other organizations. Hrishi is also involved in the local Atlanta startup community, having co-founded one and consulted with several others.
Hrishi holds an MBA from Goizueta Business School, Emory University in Atlanta, GA, and a Masters in Computer Science from Georgia State University, Atlanta, GA and Bachelors in Computer Engineering from University of Pune, India.
Maxie Schmidt-Subramanian, Ph.D
Maxie Schmidt is a principal analyst serving customer experience (CX) professionals. She leads Forrester’s research on CX measurement programs. In that role, Maxie creates thought leadership and advises clients on how to build an effective CX measurement program, but also on how companies can (and should) innovate CX measurement practices beyond surveys. Maxie also writes about the business impact and the ROI of CX. Maxie is a frequent keynote speaker at conferences and leads CX workshops at events.
Before joining Forrester, Maxie was a Director at Simon-Kucher & Partners, a global strategy and marketing consulting company. She led national and global engagements to help her clients across a variety of industries improve products and pricing, and to design governance and processes around pricing. Previously, Maxie taught and researched services management at the Catholic University Eichstaett-Ingolstadt in Germany.
Maxie holds a Ph.D. focusing on services management and a master’s degree in management from Catholic University Eichstaett-Ingolstadt.
During her time in academia, Maxie was awarded an Emerald Literati Best Paper Award for her research on the frustration that customers experience in loyalty programs. Her Ph.D. thesis on optimizing the quality of customer interactions in contact centers was later published as a book.
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