Welcome to the CX BFSI Exchange USA on-demand videos!

• Harmonizing disparate systems and data to mitigate the risk of fragmented customer journeys
• Identifying all your touchpoints in order to surface your biggest opportunities for improvement
• Leveraging data-driven orchestration to engage the customer throughout their journey
  
  

#CXBFSI Presentation with Eastern Bank: Fintech Is Here To Stay, Why Compete When You Can Collaborate

• Examining the budgetary, legal and regulatory challenges that have impeded API adoption and eliminating them by including these teams in the design phase
• Overcoming the language gap between incumbent providers and next generation fintechs with a cohesive approach
• Exploring the value of data standards in scaling safe data aggregation
• Gaining the buy in of senior leadership teams by translating the value to a language they understand
• Setting innovation challenges for all employees to encourage a culture of critical thinking and idea generation
• Identifying the right process to execute your project with the best interest of the customer in mind, whether that is an internal build or a collaboration with external vendors

#CXBFSI Presentation with US Bank: The Curious Case Of Hybrid Working: Evaluating Your Return To The Office Strategy

• Redefining roles to create the right hybrid-working model, which will not only encourage productivity, but also drive employee satisfaction
• Accounting for the continuously changing habits of customers and employees and measuring change effectively, to continually improve processes
• Resetting the expectations of your teams, to reflect the trust required to work remotely
• Ensuring employees have the right tools and training to build loyal, long standing customer relationships in a digital first world
  
  

#CXBFSI Presentation with Quantum Metric: Below the Surface: Pairing VoC with Experience Feedback

• Taking action to close the digital customer feedback loop
• Aligning executives and cross-functional teams with customer needs
• Increasing customer satisfaction scores by addressing priorities before they are reported
  
  

#CXBFSI Presentation with Northwestern Mutual and Signavio: Morning Masterclass - Bridging Your Experience Gaps

• Examining every stage of your customer journey, to identify fracture points and analyze gaps in experience
• Demonstrating ROI from CX investments from a foundational level
• Streamlining back end processes, and utilizing technology to create a seamless experience for your customers
• Understanding the necessary elements to creating a culture of customer centricity
• Working effectively with third party solution providers to maximize external investment
  
  

#CXBFSI Presentation with GetFeedback: Become A Chameleon: Adapting Your Approach For Changing Customer Personas

• Providing personalized data driven services like text alerts and recommendations to improve customer’s financial behaviours
• Exploring technology such as AI/ML/Big data • Inducing a positive emotional response though gamification
• Unearthing gaps in experience, customer needs and gripes by digging deep into data
  
  

#CXBFSI Presentation with EasySend: Rethinking The Customer Journey To Create A Faster, More Holistic Digital Experience You Can Scale

• Removing friction points by turning manual tasks into digital customer journeys to provide the seamless experience expected by your customer
• Simplifying and accelerating the digitization process via EasySend’s no code drag and drop builder - your digital app is ready to seamlessly integrate with legacy systems and third party suppliers in a fraction of the time it would take an internal IT department to build
• Breaking down organizational silos to create a holistic view of your customer journey

#CXBFSI Presentation with Bob Buiaroski, SVP Global Clients COO from State Street: Uniting Your Organization To Build A Culture of Customer Experience, Expertise & Excellence

• Shifting culture to encourage an open, collaborative approach to problem solving – allowing employees at all levels of the organization to own their connection to the customer
• Developing effective measures of cultural change and transforming KPIs to go beyond the transactional and measure key aspects of your customer relationships
• Transforming leadership mind-sets to help tie your customer experience to organizational value
• Overcoming organizational and data silos to create a user friendly and holistic ecosystem that results in positive experiences for both employees and customers
  
  

#CXBFSI Presentation with Smart Communications: Delivering Empathy at Scale: How Banks Are Re-Imagining Digital-First Customer Conversations

• Learn how banks can make changes to deliver better convenience, speed and personalization.
• Use existing data and real-time customer behaviour to orchestrate an interaction, such as a loan application or request for forbearance, with an omnichannel approach
• Speed up turnaround time by reducing paper and manual work involved in your forms processes
• Improve interactions with financial advisors and contact centers, building loyalty instead of frustration
• Gain insights on how to optimize self-service and deliver real-time, on-demand communications that are fully compliant