To create personalized customer self-service experiences at scale, you need AI. But how do you tap into the power of AI without hiring a team of data scientists or spending years developing and maintaining the capabilities you need? 

nCino, the worldwide leader in cloud banking, partnered with more than 1,750 financial institutions of all types and sizes, leveraged Coveo AI in their Salesforce community to create a personalized one-stop digital service experience that decreased case volume for common issues and improved the click-through rate on searched content by 41%.  

In this session, join nCino and Coveo as they share insights on: 

• Why personalization in financial services requires AI purpose-built for content discovery
• How search and recommendations help drive better KPIs in self-service
• How to tap into the tech you have to create better self-service experiences (aka teach your customers how to fish) 

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Leveraging machine learning to analyse voice of the customer data can be the key to improving customer support capabilities across multiple channels. Join Joshua Tye, Senior Customer Operations Leader at Cash App, as he explains his dynamic approach to scaling omnichannel capabilities. Joshua will be discussing:

• Resolving customer disputes in real time: machine learning at the pace of customer experiences
• The importance of transparency and managing customer expectations when resolving disputes
• How Cash App is working towards CX personalisation 

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Leading the customer experience transformation in financial institutions can be a fraught affair, with multiple stakeholders, priorities, investment boards, and departmental strategies to navigate through in order to enact even the simplest improvement. Sometimes it feels like there’s no way to make a real difference – the sheer complexity of the system itself is stacking the odds against you.

What if you could fix problems within your team that would help you push CX to the top of your transformation (and investment) agenda?

Join Andrew Stevens, Principal of Banking and Financial Services with Quadient, as he provides insights into:

• Most painful experiences about the errors made in banking
• Seven cardinal mistakes made by CX teams in the financial sector
• Practical advice on how to resolve these roadblocks to become customer-first (or customer-centric)

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