Archives: Agenda

How can financial firms offer greener and social supportive services? What are these customers demanding?

Asking to speak to a human is a common request when contacting a call centre. How do you ensure complex, or emotional customer issues always defer to human interaction, while delegating lower level inquires to chatbots or self-service?

How can firms achieve this without making the customer abandoned in times of need?

How can contact centre employees feel confident that they have the right tools and resources to do their jobs.

Scaling the human experience within a digital journey. In the age of 24/7, always on digital offerings – how do firms maintain personalisation, contact and trust? How can organisations optimize the vast amounts of customer data and experiences to create a profitable and modern financial services provider?

How AI can be used to reduce employee training and bring faster support for client relationships.

Authentication, identity, and trust services are primed to be delivered by financial services.

• Where are the solutions coming from?
• Who is doing it best?