Banks are increasingly seeking cost-effective ways to manage the challenges of multiple legacy systems while still delivering a next generation service that allows them to compete with nimble new entrants and BigTechs who are setting the bar for excellence.
Delivering excellent service for customers – where over 85% are now digitally active – without undertaking prohibitively expensive transformation projects, requires proactively utilizing the power of data in conjunction with the latest tech innovations – everything from automation and effective data analytics to Cloud technology and AI.
This webinar brings together senior leaders in customer, strategy, innovation, data, digital, operations, transformation, and technology to discuss the changing expectations around CX in banking, the obstacles created by multiple legacy systems to delivering a next generation experience, and the strategies and tech tools banks must harness, while taking into account cost-effectiveness, to remain competitive in an increasingly crowded marketplace.
- Simple, instant, digital, proactive: what new levels of service do customers expect from their banks?
- Joining the dots: what tech innovations can best link disjointed processes to facilitate more proactive engagements?
- The AI revolution: how can AI be embedded to optimize tasks and increase capacity for service reps?
- Moments that matter: how are advanced analytics able to unlock insights at key customer touchpoints?
- Providing consistent experiences: how can human and AI channels be smoothly integrated?
- Moving beyond one-size-fits-all: how can AI and ecosystem data be leveraged to provide true personalisation?
- Right data, right place: how can Cloud technology synthesize data and make it available where it is needed?
- Balancing cost cutting, capacity creation and customer expectation targets: are banks getting their strategies right when exploring new technologies investment?
Panellists include:
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