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Description: Doug Peacock, EVP and Chief Digital Officer of Associated Bank, joins Dan Marks to discuss how he is leading a Digital First/Product First strategic initiative to use digital channels to enhance the overall customer experience and profitable revenue growth at the bank.
Key points covered include:
- Background and current role
- Growth at Associated Bank
- The key growth drivers digital channels enable at the bank
- How advanced data analytics informs strategy and the impact AI will have
- Prioritizing engagement, retention, and originations with digital channel capabilities
- How the digital experience supports sales both in the digital channel and in other channels
- The changing role of the contact center to support the overall experience
- The importance of developing curiosity as a key leadership trait