Enhancing Customer Experience through
Personalization, Data and Self ServiceAugust 16 - 18, 2022 | Free CX Network Online Event
Personalization, Data and Self Service
Day Three - 18 August 2022
9:00 am - 9:45 am
EST
Why accessibility is key when driving CX personalization
Heather Hearn-Poole -
Digital Experience Lead,
RBS International
A challenge often involved in pursuing personalization initiatives is gaining customers’ trust and ensuring customers are aware that they are in control. Other times, barriers to personalization can be more internal. Improving accessibility is an effective way of ensuring that everyone is on board with personalization initiatives. Join Heather Hearn-Poole, Digital Experience Lead at RBS International, as she explains her approach to personalization and accessibility.
Join this webinar to learn more about:
- Communication accessibility: reading age, visual presentation, and conversational copy
- The importance of transparency and communication both internally and externally
- Pacing your personalization initiatives
10:00 am - 10:45 am
EST
The global CX impact for Financial Services
Greg Moser -
VP, Dynamics 365 Engagement,
Argano
Nicole Rhodes - Results Coach & Author, Legacy Capital Partners
Dev Ganguly - Chief Operating Officer, Jackson Financial Inc.
Deanna Miller - Customer Success Director – Financial Services, Microsoft
No other industry is changing customer experience (CX) practices and platforms with more urgency than financial services. Join CX experts from Microsoft and ArganoArbela as they dig what has changed, why, and—most importantly—how to adapt.
- Learn how tighter regulations and global competition are pushing transformation
- Understand how customer behavior is shifting from transactional to “personal”
- Discover tactics and tools to transform customer service from an OPEX into a revenue driver
Sponsored by: ArganoArbela
11:00 am - 11:45 am
EST
Fireside chat: Catering to different generational expectations in CX
Jeff Dahms -
Director of CX,
First National Bank of Omaha
With so many exciting and cutting edge CX tools available, it can be difficult to know when to deploy them and to whom. The expectations of customers can differ wildly across generations, so getting the balance right is often a challenge. Conducting research and getting to know your customers through VOC initiatives are two ways you can work towards developing experiences that suit everyone. Join us in a fireside chat with Jeff Dahms, Director of CX at First National Bank of Omaha, as we discuss:
- The importance of community involvement when developing CX
- Researching the needs and expectations of Gen Z versus older generations
- Personalisation and building trust
- 'The Circle’: why VOC can be your most valuable CX tool
