Challenging The Long Term Struggles Of Siloed Systems To Enhance CX In Finserv

Presented by

Oliver Smith, Managing Editor, AltFi

About this talk

It’s no secret that siloed systems can create multiple issues and halt personalisation and growth, especially within customer service. Without a streamlined workflow operating behind the scenes, it’s hard to meet the demanding expectations of today’s modern customers, and when it comes to optimising on the backend, Financial Services organisations certainly have some catching up to do. Optimising internal operations have largely taken a back seat to more visible, customer-facing priorities, such as offering personalised experiences or increasing the number of support channels. However, these backend inefficiencies directly affect customers too, and the cracks are beginning to show. This disconnect has a fundamental and negative impact on the characteristic that finance organisations need to thrive in today’s market: agility. If a bank or payments company cannot introduce new technology, operationalise it and integrate it into their business process at scale and speed, it creates a cocktail of inefficiency that slows down future innovation. Key takeaways: • Recognize how expectations and interactions with financial services have changed post-pandemic • Legacy systems and data silos: How can we overcome the challenges preventing progress? • Agents burnout and how automation can help them to deliver better experiences Speakers include: Rob Waller, Strategic Transformation Consultant, Zendesk Joanna Was, Head of Customer Support, Azimo Adam Davis, Associate Partner, Bain & Company Oliver Smith, Managing Editor, AltFi
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