Personalization vs Automation
Customers are engaging with FS organizations in a much more sophisticated way than ever before, with the emergence of digital handing the power directly to the customer. But how are organizations using emotional engagement, personalization, even individualization in the fight to remaining competitive? How are the biggest FS players delivering a personalized experience? Can this even be done without the use of automated systems to service their customers on a mass basis?
These are critical questions asked of experts within the FS industry including from MasterCard; AXA; Fidelity; BBVA and many more.
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