Panel explores how technology is reshaping financial services and customer experience
Savana President and COO Emily Steele recently joined NASDAQ TradeTalks for a panel discussion alongside Stephanie Miller, CEO of HazelTree, and Chelsea Matias, Partner at Capco. The conversation focused on the evolving role of technology in financial services and how it continues to reshape customer experience, operations, and careers across the industry.
Emily emphasized that while banks continue to seek new products and revenue opportunities, success ultimately comes back to maintaining strong customer relationships. From her perspective, the evolution of financial services has always centered around customer experience. She noted the importance of bridging self-service and assisted channels so customers feel empowered without losing the high-touch relationships that build loyalty.
She also highlighted the growing collaboration between fintechs and banks, pointing out that what was once seen as competition has now become true partnership. By combining the scale of traditional financial institutions with the innovation of fintechs, the industry is finding new ways to deliver frictionless yet controlled experiences for customers and employees alike.
Reflecting on her own career, Emily shared that progress in financial services is no longer about waiting for one massive transformation. Instead, it is about continuous improvement, achieving early wins, and steadily modernizing systems and processes over time.
Watch the full NASDAQ TradeTalks episode below:
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