240. Bringing the Human Touch to Digital Banking w/ Caitlin Drake

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240. Bringing the Human Touch to Digital Banking w/ Caitlin Drake

7 feb 2023 · 53 min. 18 sec.

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Experience and Digital Banking at Busey, an organization recently honored as one of America’s Best Banks by Forbes and one of the Best Banks to Work For by American Banker....

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Experience and Digital Banking at Busey, an organization recently honored as one of America’s Best Banks by Forbes and one of the Best Banks to Work For by American Banker. With 15 years of experience in the financial services sector, Caitlin brings a wealth of knowledge on customer experience and digital transformation.
This conversation centers around:

Why customer experience is not a “nice to have” and how to break that misconception at the C-suite level
How a 150 year-old Brand Promise still guides Busey today
How Busey’s team is humanizing digital banking
How a perceived cost center became a meaningful and award-winning care center
What the status-quo of the banking industry is today
What Caitlin’s motivation was behind becoming a Certified Customer Experience Professional (CCXP)

More information about Caitlin and today’s topics:

LinkedIn Profile: https://www.linkedin.com/in/caitlin-drake-ccxp-b6551310/
Company Website: https://www.busey.com/

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