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A View from the Top: A Series of Interviews with Industry Experts

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

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 learn more about.

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.

Personalization vs Automation

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 a personalized experience? Can this even be done without the use of automated systems to service their customers on a mass basis? 

These are critical questions asked of experts within the FS industry including from MasterCard; AXA; Fidelity; BBVA  and many more. 

The Changing Face of the Financial Services Customer

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 through their customer experience strategies. However, there is a lot of work to do. Lack of trust, lack of ROI and big investments means that building a customer experience department is still seen as risky business. However, this is where the true competitive differentiator lies.