October 2020 | USA
Resource Library
Welcome to the Customer Experience Exchange for Banking, Financial Services and Insurance Resource Library. Here you will find exclusive thought leadership content from past Exchanges as well as industry-leading content which you are able to download for free.
Featured Downloads
A View from the Top: A Series of Interviews with Industry Experts
A series of interviews with thought leaders from the CX, Banking, Financial Services and Insurance industries.
CX BFSI Investment Priorities 2019
We surveyed our network of CX leaders within Banking, Financial Services and Insurance to discover where they’re investing their budgets over the next 6-12 months. Not only did they outline their immediate investment needs* but also outlined their investment interests in areas they are wanting to ...
The Changing Face of the Financial Services Customer
Nowadays customers are more savvy than ever before. Whatever their purchase, customers want their experience to be consistent, with their problems solved quickly, and with full transparency. Financial Services across North America have woken up to this and are now becoming much more competitive ...
Archive
Personalization vs Automation
Customers are engaging with FS organizations in a much more sophisticated way than ever before, with the emergence of digital handing the power directly to the customer. But how are organizations using emotional engagement, personalization, even individualization in the fight to remaining competitive? How are the biggest FS players delivering...
Welcome to Digital Disruption
Buying behavior have forever changed with customers in all markets. As a result, financial firms now need to compete with a whole new kind of ‘great’ experience. Ulrika from Lithium takes the audience through how FS organizations can allow customers to take charge through digital.
Interviews with Industry Leaders
CX BFSI US 2019 | Presentation | Vice President Analyst, CX, Gartner
An exclusive presentation from the 2019 Customer Experience Exchange for Banking, Financial Services and Insurance USA delivered by Gartner's Vice President Analyst of Customer Experience.
CX BFSI US 2019 | Presentation | Executive Director, CSG
An exclusive presentation from the 2019 Customer Experience Exchange for Banking, Financial Services and Insurance USA delivered by CSG's Executive Director.
CX BFSI US 2019 | Presentation | CEO, Extractable
An exclusive presentation from the 2019 Customer Experience Exchange for Banking, Financial Services and Insurance USA delivered by Extractable's Chief Executive Officer.
CX BFSI US 2019 | Presentation | Senior VP, Synchrony Financial
An exclusive presentation from the 2019 Customer Experience Exchange for Banking, Financial Services and Insurance USA delivered by Synchrony Financial's Senior Vice President.
CX BFSI US 2019 | Presentation | CTO, Stratifyd
An exclusive presentation from the 2019 Customer Experience Exchange for Banking, Financial Services and Insurance USA delivered by Stratifyd's Chief Technology Officer.
CX BFSI US 2019 | Panel | Fostering a Customer-centric Culture
An exclusive panel discussion from the 2019 Customer Experience Exchange for Banking, Financial Services and Insurance USA on Fostering a Customer-centric Culture.
CX BFSI US 2019 | Presentation | COO, Aflac Group
An exclusive presentation from the 2019 Customer Experience Exchange for Banking, Financial Services and Insurance USA delivered by Aflac Group's Chief Operating Officer.
CX BFSI US 2019 | Presentation | VP, Innovation and Growth Strategy, BNY Mellon
An exclusive presentation from the 2019 Customer Experience Exchange for Banking, Financial Services and Insurance USA delivered by BNY Mellon's Vice President of Innovation and Growth Strategy.
CX BFSI US 2019 | Presentation | COO, Citizens Access
An exclusive presentation from the 2019 Customer Experience Exchange for Banking, Financial Services and Insurance USA delivered by Citizen Access's Chief Operating Officer.
CX BFSI US 2019 | Presentation | MD of CX, UBS
An exclusive presentation from the 2019 Customer Experience Exchange for Banking, Financial Services and Insurance USA delivered by UBS's Managing Director of Customer Experience.
CX BFSI US 2019 | Presentation | Senior Strategic Business Consultant, Genesys
An exclusive presentation from the 2019 Customer Experience Exchange for Banking, Financial Services and Insurance USA delivered by Genesys's Senior Strategic Business Consultant.
CX BFSI US 2019 | Presentation | Head of CX - Consumer Banking & Wealth Management, Chase
An exclusive presentation from the 2019 Customer Experience Exchange for Banking, Financial Services and Insurance USA delivered by Chase's Head of Customer Experience for Consumer Banking & Wealth Management.
CX BFSI US 2019 | Presentation | Head of Customer Success, Zendesk
An exclusive presentation from the 2019 Customer Experience Exchange for Banking, Financial Services and Insurance USA delivered by Zendesk's Head of Customer Success.
CX BFSI US 2019 | Presentation | Industry Lead, Contact Center, Appian
An exclusive presentation from the 2019 Customer Experience Exchange for Banking, Financial Services and Insurance USA delivered by Appian's Industry Lead, Contact Center.
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