Your Back Office: The Missing Piece of Great CX



FEATURING: Nicole Nevulis, Global Senior Director at Verint

An Aberdeen Research report shows that improving operational efficiencies is now taking a back seat to customer experience in back-office operations. This should not be a surprise, especially in financial services.

Companies that create greater synergies between service and back-office are more successful at transforming their back-office into a strategic differentiator supporting their CX objectives. The question is, where do you start?

I am excited to have Nicole Nevulis, Global Senior Director at Verint on the Banking Transformed podcast. Nicole shares how banks and credit unions can transform the back-office to become a competitive differentiator for long-term customer service success.

Episode Sponsor

Verint_logoVerint® helps the world’s most iconic brands build enduring customer relationships by connecting work, data and experiences across the enterprise. We help financial institutions eliminate inefficiencies created by organizational and data silos and consistently deliver differentiated experiences at scale across every interaction. With Verint, brands can create One Workforce to best leverage their resources to deliver exceptional customer engagement.

For more information visit

About the Banking Transformed Podcast

In each Banking Transformed podcast, host Jim Marous has candid conversations with the world’s foremost leaders on what it takes to transform financial institutions during an age of digital disruption. His guests discuss technology, channels, innovation, customer experience, leadership, culture and competitive forces that are changing the banking industry faster than ever before.


Jim Marous Profile PictureNamed as one of the most influential people in banking, Jim Marous is an internationally recognized financial industry strategist, co-publisher of The Financial Brand and the owner and CEO of the Digital Banking Report. The Digital Banking Report is a subscription-based publication that provides deep insights into the digitization of banking, with over 150 reports in the digital archive available to subscribers.

As a sought after keynote speaker, author and recognized authority on disruption in the financial services industry, Marous has been featured by CNBC and CNN, Cheddar, The Wall Street Journal, New York Times, The Financial Times, The Economist, The American Banker and has spoken to audiences worldwide. Jim has also advised the White House on banking policy.

For updates whenever new Banking Transformed podcasts are released, please sign up for The Financial Brand’s email newsletter. You can also follow Jim on Twitter and LinkedIn, or visit his professional website.

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