The changing face of customer conversations in financial services

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?

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