Building the Customer Experience: A Panel Discussion for Financial Institutions

Financial Institutions used to be known for their friendly in-person customer experience. Customers now value quick and convenient assistance and don’t require, or want, face-to-face interaction – even when it comes to their banking. Every business needs a digital engagement strategy that will address customer needs while ensuring safety, privacy, and trust. Join us to hear the must-haves of building your digital strategy.

In this panel discussion we’ll be joined by M&T Bank, TD, and NASDAQ to hear how they’re transitioning their business and their employees to embrace digital engagement. We’ll cover best practices for social and distributed selling, social media advocacy, and how to sell private management services during COVID.

Topics will include:

  • The biggest challenges facing Financial Services organizations and how to overcome them
  • Adapting to the digital engagement selling environment (relationship manager functions)
  • How to drive business and what it means to innovate in a digital-first climate
  • How to collaborate with your internal teams to unify the customer experience


Ben Bodor
Success Manager


Rachal Shanahan
Senior Manager, Head of Social Media
TD Bank

Kelsey Murray
Global Head of Social Media

Koji Takagi
Senior Digital Marketing Consultant
M&T Bank

Jackie Teller
Global Head of Social Media

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