‘AI is very important to make the most of the data we have’

Contributor:Zarina de Ruiter
Posted: 02/12/2018

The CDO of BNP Paribas discusses industry trends such as AI and digital transformation and how they’ve impacted their strategy.

Thierry Derungs is Chief Digital Officer at BNP Paribas. In this interview he answers the following questions:

  • What does your role as Chief Digital Officer at BNP Paribas entail?
  • There is a huge amount of chatter around AI and chatbots in the industry, but in reality how much do they impact your strategy today?
  • Another big industry change is the measurement of the voice of the customer, especially as customers are entering the phase of survey fatigue. How do you measure VOC? Do you still use surveys?
  • How do you make real-time insights actionable within the business?
  • What has been the biggest customer experience challenge for you in the past year, and what key steps have you taken to overcome this challenge?
  • What is your prediction for the biggest new trend, change or development that will be impacting the customer experience and contact industry in 2018? And how are you preparing for this now?
  • What is the most overused buzzword in customer experience today, and why?
  • What is the most underrated tool, tech or software within the industry, and why?
  • Finally, what has been your biggest learning in 2017 that you can share as a piece of actionable advice with fellow CX leaders?

Thierry Derungs' prediction for 2018 is included in our annual Customer Experience predictions report. For more insight into the changes making waves in CX this year, with insights shared by senior leaders from Nissan, Thomas Cook, Hermes, and many more, download your complimentary copy of the full report by clicking the below banner!

CX Prediction

Contributor: Zarina de Ruiter