REGISTRATION AND BREAKFAST
CHAIR’S OPENING REMARKS
OVERCOMING SILOS TO IMPROVE CUSTOMER EXPERIENCE – PANEL DISCUSSION
Collaboration across departments to improve customer satisfaction and aligning CX goals
- Creating seamless handoffs across different channels and departments
- Building a culture of collaboration and communication between teams
- Measuring the effectiveness of cross-departmental efforts on customer satisfaction
- Defining customer experience across departments and financial institutions
- Marketing department, IT department or customer service?
- Developing central strategies to align department KPIs with CX goals
CUSTOMER ACQUISTION
Enhancing customer acquisition in a digital-first landscape
- Understanding how automation is changing the landscape of client acquisition
- Addressing the overwhelming volume of automated outreach and its effect on customer response
- Determining how to balance human and AI-generated client outreach for better success
- Forecasting the impact of increased automation on customer acquisition and engagement
MORNING REFRESHMENT BREAK AND NETWORKING
CUSTOMER JOURNEY OPTIMIZATION
Optimizing the customer journey through balancing AI and human touchpoints
- Understanding customer behaviour to identify when human interaction is needed
- Chatbots/virtual assistants vs human
- Integrating qualitative and quantitative data for a comprehensive view of customer needs
- Balancing AI-driven insights with human touchpoints in customer interactions
- Implementation ethical AI implementation across customer journeys
CUSTOMER DATA AND PRIVACY - DEEP DIVE
Balancing data, security, and compliance to enhance decision-making and customer trust
- Managing security and compliance when processing customer data
- Implementing solutions to break down data silos within different banking services
- Balancing rapid technological advancement with the unique data control and security requirements
- Enhancing data accessibility for teams to improve decision-making and customer experience
- Reducing manual efforts in data collection by leveraging automation and AI
- Enhancing governance and guard rails around the usage of AI
- Strategies to integrate and harmonize data systems for a seamless experience
CUSTOMER SENTIMENT
Capturing customer sentiment through leveraging technology and AI for an enhanced customer experience
- Obtaining technology, budgets and enhancing technology expertise
- Capturing client sentiment through multiple channels of communication
- Chatbots, phone, emails
- Identifying and extract technology to enhance customer experience
- Managing budgets, technological expertise and processing data from legacy systems
- Leveraging AI/ML to capture client sentiment beyond traditional real-time surveys
LUNCH BREAK AND NETWORKING
AI USAGE WITH CUSTOMERS
Implementing AI technology to enhance customer experience while addressing concerns
- Assessing the risks of using generative AI for customer interactions
- Developing strategies to prevent AI hallucination
- Understanding the legal risks associated with AI-generated customer communication
- Exploring techniques to reduce risks while leveraging AI for improved customer service
- Determining use cases where AI can be safely integrated into customer-facing operations
IMPLEMENTATION OF AI AND INNOVATION
Exploring the role of AI and innovation to enhancing customer experience
- Adapting to rapid advancements in AI, chatbots, and voice AI for customer-facing roles.
- Balancing automated tools with human involvement for an optimal customer experience.
- Understanding and leveraging future trends in AI and machine learning in CX.
- Exploring voice AI use cases for routine customer service tasks and contact centres
- Evaluating voice AI risks, including cost, reliability, and potential for errors in sensitive interactions
PREDICTIVE SERVICING
Anticipating customer needs and delivering personalized services
- Using AI and data analysis to predict customer needs based on spending habits and business growth
- Offering services before customers request them
- Moving from reactive to proactive
- Accessing and consolidating customer data across different banking systems
- Integrating customer profiles to create a 360-degree view to enhance personalized services
- Implementing predictive services in financial institutions
AFTERNOON REFRESHMENT BREAK AND NETWORKING
KYC
Increasing compliance in KYC processes to streamline process and improve customer satisfaction
- Ensuring compliance with KYC and data privacy regulations during ID verification
- Enhancing customer journey mapping to address issues and tailor services
- Leveraging AI in KYC to analyze customer behaviour
- Transforming KYC compliance to be frictionless for customers
- Integrating KYC insights for better customer journey mapping
FRAUD
Combating fraud through use of AI to improve the customer experience
- Impact of combating fraud on the customer experience
- Evolving strategies to combat usage of fraudsters
- Risk of fraud via voice simulation and data breaches
- Deepfakes
- Implementing real-time payments beyond fraud concerns
- Managing CDFB impact on fraud regulations to adopt faster RTP
- Reducing fraud while maintaining a positive customer experience
- Ensuring effective KYC checks to prevent fraud
- Leveraging AI/machine learning and voiceprints to enhance security
CHAIR’S CLOSING REMARKS
END OF DAY ONE AND DRINKS RECEPTION
REGISTRATION AND BREAKFAST
CHAIR’S OPENING REMARKS
BALANCING DIGITAL AND HUMAN EXPERIENCE IN CUSTOMER EXPERIENCE - PANEL DISCUSSION
Balancing AI and human involvement for optimal customer experience
- Addressing the gap between digital solutions and human interactions
- Leveraging AI and machine learning to streamline customer interactions and reduce touchpoints
- Understanding customer preferences
- Human guidance vs. digital-only services
- Ensuring a seamless customer experience across both digital and human touchpoints
- Evaluating the long-term role of AI in enhancing customer satisfaction
OMNICHANNEL APPROACH
Delivering seamless omnichannel approach to manage customer expectation and enhancing experience
- Managing multiple lines of business simultaneously to improve customer experience
- Challenges in cross-selling between commercial and retail banking services
- Improving coordination between teams to streamline efforts
- Overcoming inefficiencies in data aggregation across multiple systems
- Addressing the impact of manual processes on customer experience
- Aligning service standards across contact centres, in-branch services, and digital hubs
- Optimizing the connectivity experience in a digital world
MORNING REFRESHMENT BREAK AND NETWORKING
USER EXPERIENCE AND CUSTOMER EXPERIENCE
Enhancing user experience through balancing human-centric design and technology
- Managing technology advancements that have led to the reduction of CX and UX positions
- Overcoming organizational resistance to investing in user experience
- The long-term risks of neglecting CX and UX in a tech-focused environment
- Ensuring human element remains integral within organisations
- Creating experience to differentiate financial services from growing pool of competitors
- FinTech’s, loyalty programmes, payrolls
- Enhancing user experience through digital tools, reducing the need for manual customer support
REGULATIONS – PANEL DISCUSSION
Navigating CX in a highly regulated environment whilst balancing compliance and innovation
- Identifying use cases for generative AI that enhance productivity without breaching regulations
- Updating legacy systems to comply with regulatory expectations
- Developing internal AI strategies aligned with regulatory standards
- Navigating the complexities of risk and regulation without sacrificing service quality
- Aligning with regulators to navigate privacy regulations and customer protection
- Ensuring compliance with strict regulations when using AI for loan approvals
PROVING THE ROI OF CUSTOMER EXPERIENCE
Demonstrating the ROI of customer experience for investment
- NPS, CES and surveys– are they enough?
- Making the case for CX investment:
- Connecting customer feedback to financial outcomes
- Leveraging predictive analytics and AI to track customer behaviour and lifetime value
- Aligning CX metrics with broader business goals for clear ROI tracking
- Utilization the role of generative AI in the ROI of customer experience
- Aligning business goals with customer experience strategies to drive profitability
LUNCH BREAK AND NETWORKING
ONBOARDING AND TRAINING
Developing consistent training programs for employees to deliver effective customer experience
- Developing in-house training programs with real-world industry knowledge
- Standardizing onboarding to ensure consistent customer service across branches
- Addressing reputational risk from inconsistent service delivery
- Building customer service playbooks that are aligned with internal employee experiences
- Enhancing ongoing training with employee feedback and real-world scenarios
EMPLOYEE EXPERIENCE
Enhancing employee experience for better customer outcomes
- Implementing sustainable development plans to drive employee growth
- Training managers to support employee career progression and engagement
- Reducing turnover to ensure consistent customer relationships and trust
- Mitigating burnout by addressing staffing shortages and workload imbalances
- Promoting internal career development to retain talent and foster long-term employee loyalty
- Connecting employee experience with customer experience
- Updating outdated systems
AFTERNOON REFRESHMENT BREAK AND NETWORKING
STRATEGIC LENS AND MACRO VIEW IN FINANCIAL SERVICES
Addressing client loyalty and retention in a rapidly consolidating industry
- Focusing on client retention as financial institutions grow and the industry consolidates
- Ensuring a comprehensive view of client demands to enhance quality, service delivery, and timeliness
- Building a business case for CX to drive loyalty in an increasingly critical in a competitive environment
FUTURE OF BANK BRANCHES – PANEL DISCUSSION
Adapting branch locations and designs to meet evolving customer needs
- Exploring the relevance of physical branches amidst decreasing transaction volumes
- Adapting branch designs with options like fully automated or advisory-focused layouts
- Enhancing customer trust through human interaction and modernized, open-concept spaces
- Strategically reducing branch sizes, adding digital hubs, and interactive teller machines
- Managing resistance to change by educating customers on the benefits of redesigned experiences