DCS Summit 2021 - A Look Back

The 2nd Annual DCS Summit was a big success with great speakers and hundreds of financial professionals all gathered together for one common purpose: OnScreen transformation of customer and member service. Our colleagues and guest speakers shared advice, best practices and lessons learned in the evolution from phone-based service to Digital Customer Service experiences. Their input was highly insightful and constructive:

• Ross Dalzell of Barclays talked about how financial institutions are often at the center of some of the most important moments in our lives, making the customer or member experience even more crucial.
• Corrie Carrigan of Bain & Company discussed the opportunities that are presented by implementing DCS with a focus on human-to-human interaction. She shared some eye-opening statistics that underscore how critical DCS and related processes are today.
• Laurie Bruggenwirth shared Ascentra Credit Union's journey from phone-based to OnScreen experiences.
• Glia team members shared the value that connecting OnScreen via Digital Customer Service provides to customers, companies, representatives, and beyond

Watch the video above for key moments and takeaways, or read a recap of the event on the Glia blog.

To learn more about how Digital Customer Service can expand your customer and member relationships, contact your Glia representative or request a personalized DCS demo.