October 28, 2020 @ 6:00 pm – 7:00 pm
Zoom Meeting

COVID-19 and Financial Services:
How the Pandemic Has Impacted and Will Continue to Impact the Banking and Payments Sectors


Wednesday, October 28, 2020

Zoom Meeting


During this webcast, Phase 5 will discuss the findings from its recent “COVID-19 and Financial Services” survey, a proprietary study which identifies and measures the impact of the pandemic by surveying 1,000 US consumers about changes in attitude and behavior toward their personal finances. The findings will serve as backdrop to discuss how the banking and payments sectors need to reimagine and redesign the experience they deliver to consumers in order to meet their changing needs post pandemic (including but not limited to digital).

Key takeaways: Key changes in consumers Financial Attitudes and Behaviors; How has COVID changed how consumers interact with their bank? How is COVID shaping consumers CX and perceptions of their bank? How has COVID changed payment practices and attitudes?

With special thanks to presenting sponsor:




The Speakers

Steve Hansen

Steve Hansen

Partner, Phase 5

Steve Hansen is a Phase 5 partner, the leader of the firm’s Data Analytics practice, and the head of the firm’s US office. A senior member of Phase 5’s Innovation practice, Steve enjoys taking a curious approach to innovation, especially when it has the potential to disrupt a market ecosystem. His professional background includes: Lecturer in Innovation in the Peking University MBA program, Director of Market Research at Thomson Reuters, and various technology product management roles.

Steve is regularly invited to speak at industry events on customer centricity throughout the innovation cycle and has directed research engagements with many leading companies in the Financial Services sector. Steve holds an MBA from University of Minnesota, an MA English Language / Linguistics from University of Arizona, and a BA Mathematics from Pomona College.

Michael Dolenko

Michael Dolenko

Partner, Phase 5

Michael Dolenko is a Partner at Phase 5 and co-lead of the firm’s Innovation practice. Michael and his team help clients ensure their product and service innovations are customer-focused. His work spans concept development and testing, segmentation, packaging, pricing, go-to-market and customer experience.

He has worked extensively in the payments and card space, serving as an advisor to leading financial institutions and payments providers on new product development, business payments, FX, IMT services, and loyalty and rewards programs. Michael holds an MA from Concordia University and a BA from University of Toronto.

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