How to Turn Customer Interactions Into ROI

From The Financial Brand: Banking Transformed with Jim Marous 

In today’s hyper-competitive financial landscape, every customer conversation can either strengthen loyalty or accelerate attrition. Yet too often, these interactions lead to frustration, rising costs, and declining satisfaction scores.

In this episode of Banking Transformed, host Jim Marous sits down with Caleb Johnson, VP at TTEC Digital, and Christina Dolan, Senior Engineering Leader at Cisco, to explore how banks and credit unions can unlock the hidden value in everyday customer interactions. The key? Moving beyond data collection to actionable conversation intelligence powered by AI.

You’ll learn how leading financial institutions are:

• Lowering cost-to-serve while improving CX
• Boosting Net Promoter Scores through smarter engagement
• Building the infrastructure and strategy to turn conversations into measurable ROI

For financial institutions looking to move beyond the buzz around AI and explore practical approaches to customer experience transformation, this episode offers valuable insights and strategies.