Enhancing Customer Experience through
Personalization, Data and Self ServiceAugust 16 - 18, 2022 | Free CX Network Online Event
Personalization, Data and Self Service
Day One - 16 August 2022
9:00 am - 9:45 am
EST
Delivering ‘WOW’ CX: Why Revolut specialized its agents
Valeriia Chechotkina -
CX Lead,
Revolut
Huge products and customer bases call for huge CX teams. To keep track of VOC research and ensure that customers were getting a ‘WOW’ experience, Revolut implemented an agent Specialization program. We will be joined by Valeriia Chechotkina, CX Lead at Revolut, as she walks us through the program and explains what Revolut’s CX department learnt along the way. In this webinar you will learn:
- Why specializing agents benefits customers, employees and business
- How to implement specialization: who to involve, how to work with them and how to restructure your entire customer support system
- Some challenges Revolut has faced, and how it is addressing them
10:00 am - 10:45 am
EST
Fireside chat: Using the right omnichannel strategy to exceed customer expectations
Matt Lehman -
Industry Principal - Financial Services, RingCentral,
RingCentral
Melanie Mingas - Editor-in-chief, CX Network
In today’s digital world, financial customers often switch between traditional and digital channels while searching for products and services, expecting a range of convenient support options. Taking an AI-enabled omnichannel approach to customer service enables financial services firms to meet their customers where they are. Being available to customers across a range of devices and channels enables customer service teams to deliver consistent support tailored to individual customers’ needs, while using critical information about a customer that enables interactions to be personalized. When implemented successfully, an AI-enabled omnichannel strategy can enhance CX, boost brand loyalty, and drive sales and retention with every interaction.
Join Matt Lehman, Industry Principle, Financial Services at RingCentral and Mel Mingas, Editor-in-Chief at CX Network, as they discuss:
- Seamless integration across customer service channels
- How an omnichannel contact center solution delivers better communications and improves customer experience
- The benefits of a unified communications platform as part of a larger digital strategy
- Real world examples of omnichannel strategies driving value and improved customer experiences
Sponsored by: RingCentral
11:00 am - 11:45 am
EST
Using analytics to improve business resilience and streamline customer journeys
Wasim Mushtaq -
Transformation Lead, Financial Markets,
Standard Chartered
Stress situations put strain on a business and can negatively impact customer journeys and, in the case of financial institutions, increase default rates. Data analysis and working with stakeholders can help mitigate these issues. We are joined by Wasim Mushtaq, Transformation Lead, Financial Markets at Standard Chartered, as he explains his approach to these challenges. Wasim will be discussing:
- The importance of business resilience and how to build it
- Working with stakeholders and customers to streamline customer journeys
- Turning data into useful analytics
- Being an ally to your company: how you can help reduce defaults
12:00 pm - 12:45 pm
EST
Unleash the power of AI to elevate CX in financial services
Bhavana Rana -
Director of Marketing, Financial Services & Insurance,
Talkdesk
Rahul Kumar - Senior Director of Strategy, Banking, Talkdesk
Ilya Filipov - Director of Strategy, Insurance, Talkdesk
AI and analytics can bring a potential total annual value of $2 trillion to the financial services sector. CX leaders in financial services industries recognize the potential of AI to improve the speed, accuracy, and efficiency of customer service and are planning to expand investments in it accordingly. Join this webinar to learn how CX leaders can:
- Leverage AI to improve customer experience and operations
- Bolster leadership alignment and confidence in the business outcomes realized with AI
- Invest in AI or evolve the maturity of their AI investments to increase profits
- Apply industry best practices to scale and operationalize AI across the enterprise
Sponsored by: Talkdesk
