CIMA^®, CPWA^®, CIMC^®, and RMA℠ Pending

Duration: 1 Hour

Option 1: Tuesday, February 23^rd at 12:00pm ET

Option 2: Thursday, March 18^th at 12:00pm ET

This session will include participant Q&A.

Course Description

The Financial Services landscape has been dramatically changing for several years now.  New, innovative entrants have gone from challenger ‘start-ups’ to market leaders – the threat of disruption, and resulting need for change, is no longer on a 3-5 year time horizon. Rather, it’s happening now, every day.  The COVID-19 pandemic has served to accelerate this change even faster.  Where technology-enabled digital solutions were being offered to customers using a conservative drip feed approach in the past…customers now have expectations for fully digital solutions and experiences, leaving financial services providers playing catching up.  While this is impacting financial services firms across their enterprise business model, it is most intensely felt in a small number of key areas:  (1) understanding customer needs; (2) developing and launching new product and market offerings at pace; and (3) onboarding new customers.  This session will explore impacts to these key areas of customer engagement – specifically, what is happening and how firms can respond effectively.  We’ll look at the market dynamics taking place and how to approach, design, and deliver necessary transformational change through digital processes, innovative technology, and new ways of working…at pace and with desired business outcomes realized.

Learning Objectives:

• Understand the market trends and scale of change impacting Financial Services and driving customer expectations
• Develop an understanding of what transformational change is, how it is different than other forms of business change, and why it is so important for traditional firms
• Gain insight into how digital processes, innovative technology, and new customer-centric ways of working can support transformation with respect to: (1) understanding customer needs; (2) developing and launching new products and market offerings at pace; and (3) onboarding new customers