IITV Insurance Innovators


The changing face of customer conversations in financial services

Connecting the digital and human touchpoints

In this age of hyper-relevance, how can banks and insurers master the art of delivering a great customer experience while providing a good balance of digital and human touchpoints to optimise the customer journey and retain loyalty and trust?

The panel discusses:

  • Understanding how times of global disruption impact customer expectations of Financial Services
  • Are banks being agile enough to meet the growing digital demands of consumers?
  • How can we best connect hyper-personalised digital and human touchpoints to maximise the customer journey?
  • To what extent is advanced personalisation the key to gaining and retaining consumer trust and loyalty?
  • Recognising the needs of vulnerable customers and communicating effectively
  • The increased importance of the contact centre in times of crisis – offering support and a lifeline for some customers
  • Considering AI, chatbots and instant messaging – how can they be deployed to handle more complex customer queries?
  • Will new channels such as voice mean customers interact with their FS providers more frequently?
  • Pain-points in the customer journey – where are banks and insurers failing at the moment?
  • How can banks and insurers deliver outstanding customer experiences against tech giants operating without the constraints of financial regulations?

Hear from the expert panel:

Parul Kaul-Green, Head of AXA NEXT Lab, Europe, AXA

Jason Maude, Chief Technology Advocate, Starling Bank

Ciaran Casey, Head of Digital Channels, AIB

Peter Kirk, Customer Sales & Service Lead, Accenture

In partnership with:

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