Case Study: Building Trust in Automation: Redesigning CX for the Digital Bank of the Future

As customer expectations evolve, financial institutions face pressure to deliver faster, more intuitive, and secure service experiences. In this case study, join Tina Morrell, Head of Customer Experience, Westpac, to discuss how best to transform your CX operations to empower agents and create more personalised digital interactions, ensuring transparency and trust as automation increasingly begins to take on a larger role in customer journeys.

• Explore how to improve both customer and agent experience in high-trust industries
• Learn how to maintain empathy and compliance in service models
• Gain insights into building customer confidence in automated interactions
• Find out the various points in the customer journey which are naturally better suited to human agents