Dann Allen
Senior Director, Banking and Payments Intelligence
Dann Allen joined Financial Services Intelligence at J.D. Power in 2021 as a strategic customer experience advisor to U.S. bank C-suite executives. Using multiple industry benchmark studies and proprietary research, he provides advice to support clients focused on improving the customer experience.
Dann is a seasoned Customer Experience leader with a successful record in multiple organizations for creating and implementing strategies that deliver tangible improvements that increase customer advocacy, satisfaction, retention, revenue, and employee engagement. Mr. Allen has more than 30 years of experience in banking, customer experience, and communications.
Prior to joining J.D. Power, Dann served in customer experience leadership roles in banking, most recently as Client Experience Executive at MUFG Union Bank and previously at Bank of the West. At Union, he led customer research, customer analytics, performance improvement, and regulatory complaints management.
Before banking, Dann held senior leadership positions in customer experience for insurance, telecommunications, and consulting companies based in the United States and Western Europe.
Mr. Allen is fully certified by the Medallia Institute in Customer Experience Management and Net Promoter Score.
Expertise & Speaking Topics
- Leveraging the Community Banking Model to Compete Against Mega Banks
- Understanding Customer Journeys in Banking to Transform Channel Delivery
- Strategies for maximizing customer support channels for revenue growth
- Tactics and strategies to attract and retain new account
- Using data for better decision making
- Creating actionable insights from transactions, behavioral and economic data
Where you've seen Dann Allen
Dann has recently presented at:
BankWorld
Topic: Customer Service is Critical for Banks Now
Experian’s Credit Union Advisory Group
Topic: Keynote Presentation: Banking Satisfaction Trends and Insights
CX Impact Conference
Topic: Evolving VoC Data to Support Multi-channel Sales & Service
BAI Conference
Topic: Journey Mapping Workshop
Executives in the Know
Topic: Best Practices for CX Design
Consero's CX Forum
Topic: Taking Your Journey Map to the Next Level
Next Generation CX
Topic: How to Leverage Customer Co-creation in Experience Design Process
Where you've read insights from Dann Allen
Dann's insights have been featured in the following publications.
Outside In: The Power of Putting Customers at the Center of Your Business
by Forrester’s
The DNA of Customer Experience
by Colin Shaw