The Customer Experience Podcast
240. Bringing the Human Touch to Digital Banking w/ Caitlin Drake
Feb 7, 2023
53:19
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:
More information about Caitlin and today’s topics:
Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Amazon, or Google Podcasts, and find more episodes on our blog.
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/
Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Amazon, or Google Podcasts, and find more episodes on our blog.
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