This session explores the creation of experiences that are both efficient and emotionally resonant by empowering outsourced agents, leveraging smart automation, and designing journeys that drive satisfaction at scale. From gamification to education, discover how aligning agent enablement with tech-led transformation can deliver better outcomes for both customers and outsourced teams.

• Balancing efficiency and emotional connection through digital automated technology
• Empowering outsourced agents through tools, training and gamification to drive happier outcomes, foster loyalty and drive satisfaction at scale
• Creating the conditions for happier agents and happier customers through smarter operations and digital experiences

High call volumes often indicate inefficiencies in the customer journey. This session will explore how financial institutions can reduce inbound calls by identifying their root causes and strategically enhancing self-service options. Learn how to empower customers with seamless digital solutions while ensuring customer service teams are focused where human support is most valuable.

• Understanding the key drivers behind inbound call volumes
• Distinguishing between necessary and unnecessary customer contacts
• Implementing AI and automation to enhance self-service capabilities
• Identifying and fixing friction points that lead to preventable calls
• Creating a strategy that balances efficiency with personalized support