Financial Services 2025: The Secrets to Improved Customer Experience

Presented by

Sebastian Reeve, Director, Nuance. Chad Hamblin, Director, Microsoft. Andy Kingston, CS Strategy and Transformation, HSBC UK

About this talk

Consumer behavior and expectations have shifted dramatically, and how banks connect with customers is paramount. Consumers are flocking to digital platforms in pursuit of a more immediate, effective, and satisfying experience. Today, more than 86% of Americans use mobile devices for everyday banking operations while UK mobile banking statistics report that 78% of British adults will use mobile apps for most of their financial transactions over the next few years. This change is mirrored across the globe from Asia to Latin America, further supporting this need for change. Although digital transformation is well underway, financial institutions still face the challenge of siloed, disparate systems. This makes personalized omni-channel customer engagement elusive and analytics difficult to harness. But creating a customer journey that maintains or improves customer engagement and value is within reach Key topics: · How to meet or exceed your customer’s expectations and how next generation CX platforms can impact customer satisfaction and security · How to improve personalization, engagement, conversion, and loyalty using next-generation cloud technologies · Which regulatory and data risks you need to be aware of when evolving your customer contact strategy, and how you can take advantage of innovations such as artificial intelligence to ensure seamless and secure interactions

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