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 2
7:20 am - 8:10 am Registration and Networking Breakfast
8:10 am - 8:15 am Chairperson's Opening Address
8:15 am - 8:45 am Three Strategies Used to Approach Automation
Just over a year ago, the automation journey began and it has truly been a win-win for both the bank and its customers. Within that time, they have decreased transaction turnaround time, implemented underwriting enhancements for customer loans, and improved the customer experience, all while improving regulatory controls and lowering risk. Now, enterprise RPA is looked at as a go-to solution and with some 60 processes deployed and another 50 on the way, it’s all about scalability, speed, and enhancing controls.
Tom will share three strategies Citizens Bank use when they approach automation – customer experience, risk, and financial. Key is to ensure customer experience is considered when automating but obviously the other two are just as important. How do you balance the three? How do you apply the current tools you have to connect them together and improve processes?
Sponsored by: Blue Prism
Tom Dixon
Senior Vice President Consumer Continuous Improvement, Process Automation & AICitizens Bank
Building an Authentic, Customer-First Brand Through Employee Engagement, Key Metrics and Cultural Transformation
8:50 am - 9:20 am Health Insurer Perspective: Humana's Journey to CX Excellence
• Transforming the patient experience with digital innovation
• Driving actionable insights from algorithmic data to create a competitive advantage
• Fostering a customer-centric culture across the business to drive employee commitment
• Gathering employee feedback to drive forwards and innovate patient experience
9:20 am - 9:50 am Connected conversations: provide customers with a seamless experience using an omni-channel approach
· Developing an integrated interface to align dialogue regardless of channel
· Improve efficiency and productivity through self-service, live chat and messaging
· Simplify and personalize each engagement with the customer
· Manage and monitor interactions through a single dashboard
Sponsored by: Zendesk
9:55 am - 10:25 am One-to-One Business Meetings
10:30 am - 11:00 am One-to-One Business Meetings
10:30 am - 11:00 am Delivering Remarkable Customer Experiences with Conversational AI
Sponsored by: Clinc
Leveraging Real-Time Analytics and Data to Gain a 360 View of the Customer for a More Personalized and Simplified Experience
11:05 am - 11:35 am Disruption, Digital and Devices. What Do Customers Really Want From You?
• Understanding your future customer: Generation Z
• Why consumers are the disrupters
• Bringing the human touch to technology driven service
• How to get personalization right through proactive individualized marketing and communication
11:35 am - 12:05 pm Leveraging B2B Insights and How to Utilize Them to Drive CX
• Effectively transforming your data into actionable insights
• Predictive analytics tools to drive the customer journey and enhance client experience
• Advancing segmentation to identify differing business personas and buyer behavior
• Leveraging text, social and mobile analytics to yield client insights which can inform new products and brands
• Moving from a reactive to a proactive client experience
12:05 pm - 12:35 pm ADVANCEMENTS IN AI TO MAKE SMARTER, FASTER DECISIONS
• Learn how Ally Financial partnered with Stratifyd to gain competitive intelligence
• Understand how omni-channel feedback can help your business increase customer acquisition and retention
• Monitor and analyze customer interactions to provide real-time evaluation and personalize the experience
• Identify and prioritize customer pain points to smooth the end-to-end customer journey
Sponsored by: Stratifyd
12:40 pm - 1:10 pm One-to-One Business Meetings
1:10 pm - 2:00 pm Interactive Networking Lunch
2:00 pm - 2:30 pm One-to-One Business Meetings
1:10 pm - 2:00 pm Successfully leveraging NPS to improve satisfaction and the bottom line
2:00 pm - 2:30 pm Re-engineering the digital marketing ecosystem to personalize the banking experience
2:05 pm - 2:35 pm One-to-One Business Meetings
2:40 pm - 3:10 pm Using Data to Understand Your CX
• Learning to approach CX with a proactive mindset
• Leveraging your consumer data and insights to drive CX strategies and deliver actionable findings
• Using data to understand different ages and generations of customer to personalize the experience
• Improve the inter-departmental relationship to ensure customers are at the heart of every strategy and business case
3:10 pm - 3:40 pm Welcome to the Dragon's Lair!
In this fun interactive session we will be asking you to brainstorm a new solution that would help you improve your customer experience. Working in teams you will be challenged to conceptualize, discuss and create a brand new solution that would fix your CX challenges.
Teams will present their ideas to a panel of industry expert judges, who will vote on the best idea!
