CCW For Banking, Financial Services, and Insurance
Explore transformative strategies for BFSI Customer Contact.
Thursday | June 6
Navigate digital trends and build trust.
Designed for Banking, Financial Services, and Insurance leaders who are leading customer contact organizations and shaping the future of customer interactions in the finance sector. Join us to examine how digital transformation, regulatory challenges, and customer trust are being synergistically managed to redefine customer contact in BFSI.
Our lineup of expert speakers brings together the brightest minds in BFSI to share valuable insights and strategies on navigating the complexities of leading customer contact organizations.
See yourself in the BFSI program? Register below!
Session Highlights
CULTURE TRANSFORMATION DO'S
AND DON'TS: FROM RESISTANCE TO DISRUPTION |
By nature, most established banks and financial companies are infamously known for being resistant to change and innovation, risk-averse as it relates to straying from "the way we've always done things”. While rooted in this more traditional way of thinking, working, and leading, CX is progressive and growth-oriented. This session will consider challenges, learnings, and best practices associated with ongoing customer experience transformation journeys within traditional environments.
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HOW PERSONALIZED CUSTOMER INTERACTIONS
BENEFIT FINANCIAL SERVICE EXPERIENCES |
Establishing human connections and empathetic elements in the financial services industry is the key to creating both successful customer and employee experiences. This can be a challenging undertaking, especially as many institutions move toward digital integration and business integration. In order to create a community of engaged stakeholders, CX leaders must put an emphasis on the people behind the business, supporting agents and customers in a personalized way. Join this session as we discuss how to more successfully integrate these ideals into CX and EX strategies.
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FIND THE CX NORTH STAR IN BFSI:
FRICTIONLESS CX,
INNOVATION, & MEASURING SUCCESS |
Creating an ideal customer experience in financial services must be driven by a desire to create the most frictionless and accessible experience powered by tech and thoughtful design. However, CX leaders might lose sight of this goal due to institutional impediments, tech fatigue, or lack of direction. Join this discussion as we delve into how to keep the customer as the “North Star” when designing customer journeys, and how can we challenge ourselves to be innovative in industries where change is sometimes slow to come?
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THE RELATIONSHIP BETWEEN DIGITAL
TRANSFORMATION
STRATEGY & CUSTOMER AGE DEMOGRAPHICS |
BFSI organizations that embrace digital transformation report significant improvement in customer engagement. Embracing traditional digital transformation methods alone isn’t enough, though. From Baby Boomers to Gen Alpha, customers continue to have a growing range of preferences, capabilities, and expectations that need to be evaluated and integrated into your digital transformation strategy. Learn about this complex relationship and how to navigate the ever-changing digital era with agility and foresight.
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Featured Speakers