Day One - 15 October, 2024

As automation technologies like machine learning (ML), robotic process automation (RPA), and chatbots transform the financial industry, banks are increasingly automating traditionally manual processes. In the CFO domain, AI-driven tools streamline accounting, reporting, and tax management. With the rise of generative AI (GenAI), internal operations have experienced even more efficiency gains—but they also face new challenges around data security, expectations, and governance.

While conversational AI has empowered internal teams by providing instant, automated responses, the integration of GenAI raises critical questions about data management. The challenge lies in preparing data for AI use and managing the risks of “hallucinations” or inaccuracies in AI outputs. In the highly regulated banking environment, ensuring data integrity and maintaining compliance are top priorities, especially when collaborating with external vendors.

In this session, Erwin Pellemans, Product Owner of Robotics & AI at Rabobank, will share how his team navigated the shift from traditional automation to advanced AI. He will discuss the critical balance between AI experimentation and minimizing risk, offering insights into the future of AI in banking.

Attendees will learn:

• Data integrity and AI accuracy: Understand the importance of preparing clean, reliable data for AI and how to prevent errors or “hallucinations” in AI-generated outputs.
• Balancing risk and innovation: Discover how to responsibly implement GenAI while mitigating reputational and data security risks in a highly regulated industry.
• Job transformation through AI: Explore the evolving workforce landscape, where AI may reduce certain roles while creating new opportunities in maintaining and developing AI systems.

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AI has transformed the customer experience landscape as we knew it. Conversational AI empowers customers to self-serve, while AI-powered journey and sentiment analysis provides actionable insight at unprecedented speed. These innovations hold the potential to significantly reduce customer churn and improve key metrics like customer satisfaction and Net Promoter Score (NPS).

As we navigate this transformation, however, we must confront a series of challenges. These include siloed customer data that minimizes AI’s potential, mis-alignment across teams and ineffective AI implementation resulting in missed opportunities.

In this webinar, Kyle Kovacs, Manager, Solutions Consulting at Verint will explore the CX opportunities presented by AI and address the challenges associated with successful implementation.

Join this session to learn:

• Maximizing AI’s impact: How to integrate siloed data sources and enhance AI’s effectiveness in delivering actionable insights across the entire customer journey.
• Building alignment across teams: Explore best practices for ensuring cross-functional collaboration to drive seamless AI implementation and foster unified CX strategies.
• Boosting key CX metrics: Learn how AI can reduce churn, improve customer satisfaction, and raise your Net Promoter Score by leveraging real-time data and insights.

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Today’s customers have high expectations. They want personalized experiences on every channel they engage with and are increasingly concerned about the security of the data they share throughout their journey.

In fact, 54 percent of CX Network members strongly agree that data security is becoming more important to their customers. For the enterprises behind these interactions, this shift presents both challenges and opportunities.

In this webinar, Nextiva will share valuable insights gathered from business managers and senior leaders across various industries. These practical insights, paired with real-world examples, will help you develop a CX strategy that effectively meets evolving customer expectations.

Don’t miss this opportunity to stay ahead and refine your strategy to deliver exceptional customer experiences.

Attendees will gain insights into:

• Leveraging data and AI to create personalized, secure customer interactions that resonate. 
• Prioritizing data security to build and maintain customer trust in an AI-driven world.
• The benefits of connecting with customers across multiple channels to drive loyalty, growth and a stronger position for your business in an ever-changing operating environment.

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In the fast-paced world of FMCG, staying ahead of shifting consumer behaviors and trends is critical for success. Alex Hardy, Consumer Insight & Analytics Director at Nomad Foods, leads a team dedicated to understanding what drives consumer choices and translating these insights into actionable strategies. By blending market analytics, brand equity research, and trend forecasting, his team plays a pivotal role in guiding Nomad Foods’ innovation, communication, and growth efforts. One of the key challenges Alex’s team tackles is making sense of vast amounts of data and ensuring the insights are clear, accessible, and actionable for stakeholders across the business.

In this session, Alex will delve into how Nomad Foods navigates a complex data landscape to uncover valuable insights that inform everything from product development to media spend optimization. With an emphasis on making complex insights accessible and actionable across the business, Alex will discuss how his team leverages advanced tools and develops self-serve dashboards to enhance data literacy and decision-making company-wide.

Attendees will learn:

• Turning data into clear, actionable insights: How Nomad Foods navigates complex data to ensure research delivers focused, actionable recommendations that drive real change.
• Staying ahead of trends with consumer foresight: Explore how Alex’s team identifies emerging trends and future consumer demands to inform long-term, customer-centric strategy and innovation.
• Building a data-literate organization: Learn how Nomad Foods enhances data literacy across teams, empowering stakeholders to leverage insights and drive business success

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As AI transforms the way organizations interact with customers, leaders must navigate the challenges of data governance and integrating AI into their strategies while maintaining trust. In this fireside chat, Somaieh Nikpoor, Data Science & AI Strategy Lead at Government of Canada will explore the topic of how organizations can prepare for AI, overcome data challenges, and ensure ethical AI deployments, all while staying focused on delivering exceptional experiences.

The discussion will focus on real-world challenges such as breaking down data silos, upgrading legacy systems, and fostering collaboration between business and IT teams. The conversation will also address the ethical considerations of AI in customer-facing services, including how to balance innovation with transparency and privacy.

Attendees will learn:

• Challenges in adopting AI for CX: Understand complexity of integrating AI into customer-facing services while ensuring trust and long-term success.
• Data preparedness for AI: Key strategies for overcoming legacy systems and ensuring data consistency and quality to support AI projects without disrupting customer interactions.
• AI ethics and governance: How to maintain transparency, accountability, and data privacy in AI-driven customer interactions, and what lessons CX leaders can learn from public sector governance models.

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As Head of Research at DoorDash, Zach Schendel leads a dynamic team that spans quantitative, qualitative, and operational research across the company’s diverse ecosystem, which includes consumers, dashers, and merchants. Each of these customer groups has distinct needs and challenges, with some overlapping concerns. The research team is tasked with understanding these complexities and driving product innovation while maintaining the speed and agility that DoorDash demands in a highly competitive environment.

Schendel’s background, including his time at Netflix and Unilever, equips him with a unique perspective on the balance between rigorous research and the fast-paced, creative demands of a tech-driven and customer-obsessed company like DoorDash. His team doesn’t just conduct research; they facilitate and democratize it across the organization, empowering other teams to engage directly with customers and derive actionable insights from data.

In this session, we will discuss how the research team manages the balance between speed and quality, the strategies they use to communicate research findings, and how they ensure that research drives impactful decision-making in a complex and ever-changing environment.

Attendees will learn:

• Balancing speed with research quality: Discover how to navigate the challenge of delivering and presenting high-quality customer insights quickly for maximum impact.
• Driving customer-centric innovation: Learn how to educate colleagues about the experiences of customers using innovative methods to inform product design and strategy.
• Democratizing consumer research across the organization: Understand how DoorDash empowers its employees to conduct research through a well-structured facilitation process, ensuring that customer obsession permeates every level of the company and drives meaningful innovation.

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