October 09 - 10, 2018
The Ritz-Carlton Orlando, Grande Lakes, Orlando, FL
The Ritz-Carlton Orlando, Grande Lakes, Orlando, FL
CX Exchange for BFSI Day 1
7:30 am - 8:30 am Registration and Networking Breakfast
8:30 am - 8:35 am Customer Experience Exchange Introduction and Welcome
8:35 am - 8:45 am Chairperson's Opening Address
Meeting customer demands with innovation, AI, and a cutting edge omni-channel strategy
8:45 am - 9:15 am Cracking the Code on Customer Adoption
- Relevancy in the time of need
- Changing Customer Expectations
- Data driven approach to creating flexible and personalized customer solutions
- Using AI to enhance experiences
- What does future look like for the Financial Services Industry?
- Taking Action: Fostering a Customer-Focused Culture
Melissa Kivett
Chief Customer Experience and Marketing Officer, Individual Solutions Group,Prudential
9:15 am - 9:45 am Using Digitalization and Automation to Deliver a Seamless Customer Experience
• Meeting rising customer expectations with automated services
• Achieving efficient processes to enhance customer experience
• Improving process speed and accuracy with digitalisation, RPA and AI
• Using business process automation to free up staff for CX-critical interactions
• What opportunities are there for using RPA, AI and smart analytics in CX?
Sponsored by: UiPath
9:45 am - 10:00 am Networking Challenge
Open the envelope in the middle of your table, read out the question, and discuss!
10:05 am - 10:35 am One-to-One Business Meetings
10:40 am - 11:10 am One-to-One Business Meetings
10:40 am - 11:10 am Leveraging Cognitive Insights to Power a Differentiated Customer Experience
While machine learning is getting a lot of press lately, generating insights about your customer often requires more than machine learning. Learn about how financial services companies are using Cognitive Insights to enable their business to power customer experiences that understand what your customer cares about -- even in scenarios where you don't have enough data to perform machine learning. Gain confidence in your own AI hypotheses so you can move from "we are researching AI" to "we are achieving outcomes through AI."
11:15 am - 11:45 am Engaging Customers Through Devices
• Achieve a unified mobile experience with an integrated approach of online and social channels
• How to turn your app into your customer’s trusted bank manager
• Ensuring the right level of security in place for authentication and fraud prevention
• Launching personalized app configurations based on customer personas
• Fully comprehending how to integrate new technology into ongoing business models
Sponsored by: Iovation
11:50 am - 12:20 pm One-to-One Business Meetings
12:25 pm - 12:55 pm One-to-One Business Meetings
11:50 am - 12:55 pm Surveys are dead. Long live Feedback!
Sponsored by: Rant & Rave
8:00 am - 8:30 am Interactive Networking Lunch
1:15 pm - 1:45 pm Implementing a digital self-service strategy
1:45 pm - 2:15 pm Fintech Take Over - Innovative and Disruptive Strategies in CX (Part One)
• Learn from the Fintechs and Insurtechs redefining customer experience
• Fostering a culture of idea generation
• How to transform your business’ agility
• Customer experience ideas that will differentiate you from the competition
• Keeping your finger on the pulse of the latest CX strategies
2:15 pm - 2:30 pm Fintech Take Over - Innovative and Disruptive Strategies in CX (Part Two)
After 30 minutes of hearing from our Fintech and Insurtech experts, the audience will be asked to discuss the key
themes and topics of part one ready to ask the panelists a few questions.
2:35 pm - 3:05 pm One-to-One Business Meetings
3:10 pm - 3:40 pm One-to-One Business Meetings
3:10 pm - 3:40 pm Digital Strategies to Accelerate Your CX Transformation
Traditional financial service providers are unmatched in the comprehensive set of services and expertise they offer to their customers. But these institutions fall behind in their ability to keep pace with the technological innovations driving customer expectations.
Learn how to develop the capabilities to grow customer relationships in this new digital era.
Sponsored by: Extractable
3:45 pm - 4:15 pm Blended AI to Drive Your Business Goals
Artificial Intelligence (AI) is a hot topic. While the automation is impressive, it’s vital to blend AI with the human touch to deliver the most effective customer experience.
Join this session to learn about:
- Seamless blending of bots and agents across all channels
- Breakthroughs in conversational voicebots, chatbots, socialbots
- Predictive routing to boost operational and revenue goals
Sponsored by: Genesys
10:05 am - 10:35 am One-to-One Business Meetings
10:05 am - 10:35 am One-to-One Business Meetings
4:20 pm - 4:50 pm Humanizing Digital and the Future of Distributed Experience
- Building a dynamic and hyper-personalized environment for financial services customers
- Go beyond just marketing in the world’s most popular apps, allow your customers to bank within them
- Mobile API design and development with the customer in mind
4:55 pm - 5:25 pm How to Deliver a Personalized End-to-End Customer Experience Using Strategic Analytics
• Leveraging machine learning technologies to further understand the customer
• How to utilize data to improve the complaint management process
• Gaining one clear and comprehensive view of the customer to identify friction points
• Overcoming organizational silos when collecting customer insight
5:25 pm - 5:55 pm Put down the sticky pads, it’s time to move from mapping to true Digital Transformation
Elevate the customer experience, meet your customers in the digital world, and provide a highly personalized engagement that truly satisfies your customers. CSG has been focused on helping our customers navigate the impact of digital disruption by creating better customer experiences across the channels that consumers are demanding. True Digital Transformation requires a combination of people, processes, and technology aligned to simplify the customer experience. Using innovative tools to not only map customer journeys, but orchestrate the journeys by blending multi-channel access with online & offline data analytics to provide personalization and improve the customer experience. Technologies such as Natural Language Processing, Artificial Intelligence and Chat bots are grabbing headlines, but must be balanced with a seamless Customer Service Agent experience to truly delight customers from an end to end engagement. During our time, we will provide use cases that discuss how providing personalization via multi-channel solutions has led to successful implementations for our banking, cable, and entertainment clients.
Sponsored by: CSG
5:55 pm - 6:25 pm Artificial Intelligence - Myths, Common Misconceptions and How It Can Realistically Improve CX in the FS Industry
• Exploring how AI can be used as an asset not as a solution
• Deliver smarter, frictionless experiences with the help of AI
• Machine learning, neural networks and natural language processing – what can they do for you?
• How AI can help businesses move away from omni-channel and towards ecosystem
