CXN Live: CX Financial Services 2022 | IQPC | 15 August 2022 | Online
Venue
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| Event Date |
Tue Aug 16 UTC - Thu Aug 18 UTC (over 2 years ago)
In your timezone (EST): Mon Aug 15 8:00pm - Wed Aug 17 8:00pm |
| Location | Online |
| Region | All |
Details
Customer experience has become the key differentiator in the financial services sector. Those businesses with the best customer experience see higher rates of customer acquisition, retention and development. A recent study found banks could expect to see a 27.5% growth rate simply by improving their customer experience scores by 10%.
Adding to the challenge is the fact that today’s customers compare their service experiences not just against other banks and insurance companies, but also against the services of the most disruptive and innovative companies globally – the likes of Apple, Google and Netflix.
This event will be focused on how to deliver best in class customer through a focus on:
• Omnichannel CX – ensuring that your customer can engage with your offering via their channel of choice
• Customer Self Service – enhancing transparency and access to information for customers
• Customer journey mapping – identifying key touch points and fracture points in existing customer journeys
• Digital process automation – tapping into the potential of automation to enhance efficiency and improve access to information
• Voice of the customer – utilizing surveys, sentiment and web analysis to understand customer challenges, and ensuring this information is integrated into the wider business
• Personalization – leveraging customer data to drive personalized customer interactions
Speakers
2022 Speakers
Joshua Tye, CSSGB, CDTP
Senior Customer Operations Lead, Cash App, and Board Member, CX Network Advisory Board, Cash App
Jeff Dahms
Director of CX, First National Bank of Omaha
Deanna Miller
Customer Success Director – Financial Services, Microsoft
Dev Ganguly
Chief Operating Officer, Jackson Financial Inc.
Rahul Kumar
Senior Director of Strategy, Banking, Talkdesk
Ilya Filipov
Director of Strategy, Insurance, Talkdesk
Bhavana Rana
Director of Marketing, Financial Services & Insurance, Talkdesk
Matt Lehman
Industry Principal - Financial Services, RingCentral
Melanie Mingas
Editor-in-chief, CX Network
Andrew Stevens
Global Principal, Banking and Financial Services, Quadient
Greg Moser
VP, Dynamics 365 Engagement, ArganoArbela
Nicole Rhodes
Results Coach & Author, Real Estate Investment
Sponsors & Partners
2022 Sponsors
LEAD SPONSOR:
• RingCentral
SPONSORS:
• Quadient
• Argano
• Solvemate
• Coveo
• Talkdesk