Ep. 38 – The state of omnichannel in financial services w/ Robyn Eastlake

Noz Urbina and Robyn Eastlake discussed the current state of omnichannel in the financial services sector, emphasizing its crucial role in meeting users' needs and staying connected with businesses. They highlighted the importance of content efforts being connected and omnichannel, and offered tips on how to implement successful omnichannel strategies. They discussed the challenges of creating a successful content strategy in the financial services industry, including balancing short-term goals with long-term thinking and leveraging AI in content design and automated experience design. They also explored the potential of AI in content production while maintaining the value of human creativity, and emphasized the need for a hybrid approach that leverages the strengths of both AI and human creativity.

"The challenge is always how do you remind everybody in the day to day that [long-term relationship building] is the goal. You have your setup where you have your manufacturing side of the business deciding lending policy and then you have your distribution, still pretty much set up by channel. They're not usually pretty well connected... Making sure that users feel valued, they feel safe, they're protected, and that the things that are being served to them are appropriate to them is hugely valuable for businesses." – Robyn Eastlake

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What you'll learn

• Omnichannel Mastery: Insights on navigating omnichannel strategy in financial services.
• Content Meets AI: How AI is shaping content strategies and what pitfalls to avoid.
• User-Centric Design: The importance of aligning content with user needs and expectations.
• Navigating Challenges: Key strategies for overcoming common obstacles in financial services.
• Future Trends: Predictions on the evolution of content and digital experiences.