Free Online Event | 17 - 18 August, 2021
Day One - 17 August 2021
10:00 am - 10:45 am
EST
Expert Panel: Driving CX Transformations in the Financial Services Sector
David Miles -
Director of Marketing,
AES International
Stephanie Shaffer - VP/Customer Experience Design, Omnichannel, UMB Bank
Nicki Osborne - Senior Customer Experience Manager, M&G / Prudential
Besides speed, price and efficiency, customers in the financial services sector tend to seek trust, reliability and empathy when it comes to choosing their provider. And while many FS institutions have adapted to changes many years ago, it’s no longer enough as customer behaviours are constantly evolving. In this session, hear from CX professionals on how to communicate the value proposition of customer centricity, adopt appropriate CX strategies, and how to roll this out across the organisation.
- Demonstrating the value of CX when investing in tools and solutions to overcome challenges
- Shifting the cultural mindset of the organisation to deliver a genuine CX strategy
- What does CX success look like and how can you calculate ROI?
11:00 am - 11:45 am
EST
Offering an Authentic Customer Experience through a Self-Service App
Melita Guzsvány -
Business Development Manager,
Undabot
Ana Šeler - Design team lead & UX/UI Designer, Undabot
In the first quarter of 2021, mobiles generated 54.8 percent of global website traffic. So, while customer experience is a battlefield of today, mobile is essential to remain competitive. In this session, discover an example of an authentic and innovative application, and how an insurance company created a B2C mobile app to offer an authentic and profitable customer experience.
- Broadening the reach to the customers
- Improving the overall customer experience
- Increasing the revenues and decreasing the costs of customer support
Sponsored by: Undabot
12:00 pm - 12:45 pm
EST
How Financial Service Companies Navigate Consumer Conversations at Scale
Justin Fulkerson -
SVP, Global Solutions Consulting,
Sprinklr
Ben Watts - Managing Editor, IQPC Digital
Today’s consumers drive, absorb, and exchange content 24/7 across 30+ digital channels. Their influencing behaviors on social media place them at the center of mobile evolution. How can financial services brands stay on top of this incredible volume of conversations and transform the raw data they collect into action?
In a dynamic conversation with Ben Watts, Managing Editor at IQPC Digital and Justin Fulkerson, SVP, Global Solutions Consulting at Sprinklr, you’ll explore how financial services companies are uncovering customer insights and driving business value with AI. We’ll profile a series of success stories, including:
- How one retail bank detected 30+ more user generated content with AI
- How a private bank improved average SLA by over 90% with AI
- How a leading bank leveraged AI to improve contact center performance
Sponsored by: Sprinklr
