Conference Overview

Digital Insight’s Ninth Annual National Conference: Design for Delight: Redefining the Customer Experience

In today’s competitive marketplace, it’s not what you do to keep up; it’s what you do to stay ahead. Nowhere is this more evident than the customer experience. In fact, J.D. Power and Associates’ 2006 Retail Banking Satisfaction Study found that customer experience is important to over half – 56 percent – of all customers and the best determinant of customer commitment and loyalty.

Do you really know how your customers interact with you and how those interactions impact your bottom line? These studies can give you some indication:

• One-third of your customers will walk away from your financial institution dissatisfied, according to Forrester Research’s “Customer Advocacy 2007: How Customers Rate Banks, Brokerages, Insurers, and Credit Card Issuers.”

• Customers who experience two or more account problems are 35 percent more likely to leave their financial institution, according to A.T. Kearney’s "2006 Annual Organic Growth Index for Financial Institutions."

• J.D. Power and Associates’ Small Business Banking Satisfaction Study reports that nearly 60 percent of small business customers were not even contacted by their financial institution in 2007.

Are your customers satisfied? Or, better yet, are they delighted?

Delight is a positive feeling you invoke through your products, services, gestures, greetings – and it starts with understanding how to solve your customers’ most important problems. In other words, it’s a feeling you affect at every customer touchpoint, direct and indirect. Are you delivering delight?

To compete and win, customer delight must be the bar you aspire to. This year’s conference will help you make it that way at your institution by redefining the customer experience in a way that helps you win and keep customers like never before.