Don’t Miss Customer Experience Expert Shep Hyken Speak on How COVID Digitized Banking at Warp Speed

We can’t wait to see you at our upcoming live virtual summit, Digital Banking in a Post-Pandemic World on September 15, 2020. We’re delighted to be joined by Shep Hyken, Chief Amazement Officer at Shepard Presentations. At the Summit, Shep will be a speaker on the panel The Unexpected Catalyst: How COVID Digitized Banking at Warp Speed. Read on to get a sneak peek of what you can expect to get from Shep Hyken’s speaking engagement at the Summit, and why it’s worth your time.

CX in the COVID Era: Digital Experiences are Great Experiences

Shep Hyken’s philosophy is “We compete with the competitor but we’re compared to the best service the customer’s ever received.” Even if that service is from a completely unrelated industry, it will shape the customer’s expectations. In the COVID-19 era in particular, an excellent customer experience is characterized by servicing customers remotely, efficiently, and frictionlessly. Allowing customers to start the account opening process or credit card application, but then requiring them to show up at the branch to complete the transaction is typical of banks but jeopardizes the customer experience. Recent studies show that 79% of customers want more all-digital processes from their banks, even when the pandemic passes. Just 26% want in-person banking with sanitation measures. This shows that today’s CX battleground is taking place not at physical locations, but online. It’s the quality and completeness of the digital interactions that differentiate competitive banks from the laggards.

Customer Service and Experience Expert—Hall of Fame Speaker—New York Times and Wall Street Journal Bestselling Author

Shep Hyken is a customer service and experience expert and the Chief Amazement Officer of Shepard Presentations. He is a New York Times and Wall Street Journal bestselling author and has been inducted into the National Speakers Association Hall of Fame for lifetime achievement in the speaking profession. Shep works with companies and organizations who want to build loyal relationships with their customers and employees. His articles have been read in hundreds of publications, and he is the author of Moments of Magic®, The Loyal Customer, The Cult of the Customer, The Amazement Revolution, Amaze Every Customer Every Time, Be Amazing or Go Home and The Convenience Revolution. He is also the creator of The Customer Focus™, a customer service training program that helps clients develop a customer service culture and loyalty mindset. (Now available as an online/web-based training program!) In 1983 Shep founded Shepard Presentations and since then has worked with hundreds of clients ranging from Fortune 100 size organizations to companies with less than 50 employees. Some of his clients include American Airlines, AAA, Anheuser-Busch, AT&T, AETNA, Abbott Laboratories, American Express – and that’s just a few of the A’s! Shep Hyken’s most requested programs focus on customer service, customer loyalty, internal service, customer relations and the customer experience. He is known for his high-energy presentations, which combine important information with entertainment (humor and magic) to create exciting programs for his audiences. (CPAE, or the Council of Peers Award for Excellence, is the National Speakers Association’s Speaker Hall of Fame award for lifetime achievement in the area platform/speaking excellence. CSP is the international designation for Certified Speaking Professionals and is awarded to individuals for certain achievements and education in the speaking profession.) CPAE (Council of Peers Award of Excellence) Speaker Hall of Fame.

Ready to join Shep Hyken and other industry leaders at the Digital Banking in a Post-Pandemic World Virtual Summit on September 15th? Register now!