Jeff Dahms

Director of Customer Experience, FNBO

Jeff Dahms has a PhD in Human Capital Management and over 17 years experience connecting organizational and customer data to improving the performance of employees and managers. He has experience in logistics and distribution, organizational behavior, change management and CX research and design. He is currently a director of customer experience for FNBO, which has been ranked “Highest in Customer Satisfaction with Retail Banking in the Midwest.” Jeff believes that analysis is extremely valuable when applied to the correct context and to understand the context of retail banking you need to understand the behavioral economics of your customers.

Sessions from Jeff Dahms:

Finding the ‘so what?’ behind your research

Like many industries, banking has faced many challenges in recent years, from increasing competition to shifting customer expectations – challenges that require market research to stay ahead of. However, First [...]


Wednesday | 3:45 pm - 4:15 pm | Room 3