Earned vs. Captive Loyalty:
Customer Experience You Can Bank On

American Banker Webinar Recording

Comerica Logo
ForeSee Logo
American Banker Logo

Could you imagine a fifth of your customers walking out the door tomorrow?

New banking CX research reveals that 21% would switch banks if the process was easier. What’s more, a quarter of consumers say the only reason they were loyal to their bank was because of the difficulties in switching. In this American Banker-hosted webinar, we’ll examine what retail banks and credit unions can do to increase earned loyalty with customers.

Hear specifics from Kristy Brandon, Senior Vice President, eBanking at Comerica Bank, on how they've embraced an integrated Voice of Customer program to collect, measure, and act on customer feedback. Plus gain insights from Jason Conrad, Vice President and author of the ForeSee Experience Index: Banking Report, and Karaline Venezia, Retail Banking Expert at ForeSee, on factors that influence customer experience (CX) and how to leverage them.

Watch the webinar recording today to learn:

  • How to best measure and analyze digital's contribution in the customer banking journey. Consider: nearly two-thirds (61%) of customers start their journey in a digital channel (desktop and mobile web) when opening a new account, yet more than half of those customers (59%) end up finishing at a branch location
  • How to scope and fund CX initiatives, and gain executive leadership support
  • What customers say are the top drivers of satisfaction, why branches still matter, fintech is the future, and other trends in retail banking from the ForeSee Experience Index: Banking Report

Presented by:



Kristy Brandon
SVP, eBanking
Comerica Bank




Karaline Venezia
Banking Expert


jason conrad from linkedin.jpg

Jason Conrad
Vice President