In today’s digital environment, customers expect more from brands. Yet, so many brands are currently placing the burden of finding exceptional support on their customers. Many are creating their own journey, self-serving and leveraging every channel they can to build their ideal experience.

Modern brands, however, are prioritizing a seamless experience that alleviates this burden and gives customer agency in their experience. Leveraging technology to better understand your customer’s action and define an experience that feels intuitive and easy. At a time when customers can achieve anything with a simple click, it is the organization’s responsibility to piece together an effective journey that meets their needs at every touchpoint.

Era Ziroe, SVP of Client and Employee Experience at Keybank, is passionate about relieving customers of burden and facilitating seamless support. She will share insight on how her team is able to empower customers to resolve their issues without friction in the digital age.

She will also cover:

• Customer feedback and the importance of actionable insights
• Voice of the employee strategies and the EX
• Tips for navigating new technology and employee buy-in