All Access: CX Financial Services 2024
August 20, 2024
| Free CX Network Webinar Series
CX Financial Services 2024 Agenda
10:00 am - 10:30 am
EDT
Panel Discussion: Omnichannel strategies for financial services
Wasim Mushtaq -
Managing Director,
1CG
Leila Hawkins - Content and Membership Editor, CX Network
Gustavo Saiago - Product & CX Director, Birdie, & Former Senior Product Ops Lead, Nubank
In this panel discussion, we will delve into how integrating multiple communication channels, such as phone, email, chat, social media, and in-person interactions, can provide a seamless customer experience. Learn from industry experts on how financial services are evolving with omnichannel strategies to meet shifting customer expectations in 2024.
Key takeaways:
- Integrate various communication channels to create frictionless customer journeys
- Leverage AI to ensure consistency and personalization across channels
- Understand the role of real-time data analytics in optimizing the omnichannel approach
- Maintain the human touch while automating customer interactions
10:30 am - 11:00 am
EDT
Insights on CX in Banking. What leaders are thinking and doing
Alex Harvey -
Financial Services and Insurance Sr. Marketing Manager,
Talkdesk
Andy Flynn - Industry and Customer Success General Manager, Talkdesk
Customer experience is a strategic imperative for maximizing customer lifetime value and the contact center is central to the CX strategy. Join us to hear how Talkdesk helps companies tackle the biggest barriers to transformation.
Key takeaways:
- Implement a low risk, high reward test and learn
- Discover an untapped source of data and insights within your organization
- Explore key advantages of strategic transformation compared to other customer-facing functions
11:00 am - 11:30 am
EDT
Maximizing trust and engagement in Customer Experience
Ekaterina Mamonova -
Global Lead, Marketing & Customer Experience,
Allianz Commercial
Join us for an insightful interview with Ekaterina Mamonova, CX Network's Top 20 CX leaders in financial services, as we delve into the benefits of personal interactions and Allianz Commercial's impactful CX Ambassador Program driving a customer-centric culture.
Key takeaways:
- Understand the importance of in-person communication in building and maintaining trustful relationships with customers
- Learn how technology supports, rather than replaces, personal relationships in customer experience
- Discover the structure and benefits of Allianz Commercial's CX Ambassador Program
- Gain insights into fostering a customer-centric culture within an organization
11:30 am - 12:00 pm
EDT
Integrating qualitative and quantitative research to transform CX operations
Katja Forbes -
Executive Director & Head, Client Experience, Insights and Development,
Standard Chartered Bank
With a global mandate overseeing product and service design, digital content, and client research, Forbes is at the forefront of fostering an innovation-driven, people-oriented culture within the financial sector. Join Katja Forbes, Executive Director & Head of Client Experience, Insights, and Development at Standard Chartered Bank, as she shares her expert insights on how to leverage client behaviors for strategic decision-making in the digital age.
Key takeaways:
- Understand how to design operations to ensure seamless product and service delivery and enhance the overall client experience
- Explore strategies for utilizing digital content to engage clients effectively and provide tailored financial solutions
- Discover the importance of fostering a culture of innovation and continuous learning to drive business growth and client satisfaction
- Learn how combining qualitative and quantitative research can translate client behaviors into actionable business strategies
Katja Forbes
Executive Director & Head, Client Experience, Insights and DevelopmentStandard Chartered Bank
12:00 pm - 12:30 pm
EDT
Enhancing productivity with AI predictive analytics
Michael Nevski -
Director of Global Insights,
Visa
Examine how predictive analytics can anticipate customer needs and provide proactive support. This session will highlight how AI is transforming financial services by predicting customer behavior and enhancing productivity.
Key takeaways:
- Use predictive analytics to anticipate customer needs and behaviors
- Implement proactive support strategies to enhance customer satisfaction
- Analyze case studies demonstrating the effectiveness of AI predictive analytics
- Balance automation with human intervention for optimal results
