Caring for Customers in Changing Times

Discover how analytics and automation can support front-line agents and back-office teams to meet soaring consumer expectations

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This FREE webinar was recorded on:
3 May, 2023
10:00 AM - 10:45 AM BST

In 2023, the threat of a recession is impacting budgets, workforce plans and customer engagement strategies, reducing the opportunities for customers to receive face-to-face support. Taking advantage of this, cyber criminals are conducting more fraud and phishing attacks than ever before, creating new risk for companies and anxiety among customers.

CX analytics and automation can be deployed to detect security and privacy anomalies at speed. This frees up valuable time and resources, allowing human agents to handle complex cases efficiently.

In this webinar Tristan Harper, Principal Data Scientist at Aviva, shares his valuable experience on using analytics for IT security and privacy detection at scale. The session will explore how Tristan has transformed processes in a data-sensitive, highly regulated environment to successfully identify potential security threats, and drive an elevated customer experience for Aviva customers.

In this webinar we will cover:

Aviva’s approach to identifying potential security and privacy events for customers and supporting them to elevate the customer experience.
How to transform processes in a data-sensitive, highly regulated environment.
Key CX trends for 2023 from business leaders, based on Verint’s 2023 Engagement Capacity Gap™ study.

Speakers

Tristan Harper
Principal Data Scientist
Aviva

Tristan Harper, Principal Data Scientist at Aviva has worked for the company for more than 16 years and an overall 20 years in total in the insurance industry. He is a qualified actuary and data scientist. Within Aviva, he utilizes his experience in financial reporting, pricing, and in the fields of data science to harness the power of customer data with the help of machine learning techniques and artificial intelligence. He is a founding member of Quantum, Aviva’s global data science practice, bringing together over 600 actuaries and data scientists from across the globe to build best practices in data science.

Maurice van der Heijden
VP Digital First Engagement and XM - EMEA
Verint

Maurice van der Heijden heads up the EMEA CX business at Verint, leading a regional team of CX and technology experts to define, track and activate their customers’ CX strategies. Maurice’s background is in CX consulting, where he spent over a decade working directly with clients in various sectors. Maurice prides himself on developing solutions with clients to meet their needs and drive actionable intelligence into the business. Over his 20-year-long career, Maurice has been instrumental in developing new CX offers, blending top-tier CX technology with innovative CX consulting. In addition, Maurice has pioneered partnership models between CX technology and consulting firms, creating truly customer-centric offers.