BAI Panel PhotoPablo Azar, Senior Vice President Decision Analytics and Insight with PNC Financial and Phillip Emmanuele, Divisional Vice President, Account and Product Management ( with Sears Holdings will be panelists at BAI’s annual Retail Delivery conference on November 13, 2014 in Chicago.  Marianne S. Hewitt, Founder and Principal of Integrated Growth Solutions (, will be moderating the panel.  The panel topic is:  Can tangible value be created by actively managing the customer experience?

The panel will compare and contrast the evolution of the customer experience in retail banking with that of retail shopping.  The transformation from an in-“store” only experience to a digital model and including a mix of both will be discussed.  The use of personalized messages, content and offers will be discussed.  The role of customer journey mapping in a non-linear digital world to create the experience that delivers on the brand promise and drives positive top and bottom line growth will be explored.

About the conference: