Archives: Agenda

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

Regulatory reporting and compliance should be automated and optimised allowing human relationship managers to support customers through the complaints process. Aptean explains.

CX is a discipline within most organisations, sitting on the edge of marketing, relationship management and product design. Rather than just a job spec, shouldn’t CX be embedded in every job description?

• How can senior leaders move CX to the top of the pile?
• How can CX thinking impact internal culture?

Whilst AI is reshaping customer support at pace, the experience for many customers and particularly those who are vulnerable, is falling short. Our latest research shows 88.3% of senior decision makers believe AI can improve customer outcomes, however only 23% are confident their approach is not increasing the risk of bias or digital exclusion.

• 74% of customers admitted they have felt like given up whilst trying to get help from their bank, insurer, or provider – what is the root cause behind this?
• With only 31% sandbox-testing their AI systems for biased or unethical outcomes before deployment, how can you improve your outcomes with practical design principles?
• How can you understand where customers struggle, what good looks like for them, and then designing services around those needs?

What are the shifts in CX with the advent of AI, how can you create an intelligent CX without the friction, which can be adopted by financial services?

• What do you need to know about the three agentic AI led transformations in CX; conversational, generative, and orchestrated?
• From the lens of AI, how are dynamic experiences curated?
• Why do CXO’s struggle with AI adoption, where does the organisation friction exist, and how can you accelerate AI adoption across people, processes and technology.

AI is becoming the new front door to every business. As customers increasingly turn to Answer Engines like ChatGPT for answers, Financial Institutions must adapt.

• What are customers are asking about financial services?
• How is AI shaping discovery and decision-making?
• How can you ensure your brand becomes the answer when it matters most?

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.