VIRTUAL ROUNDTABLE

CX Excellence for Customers Facing Economic Hardship

How Financial Institutions Can Harness Tools, Technology and Processes
to Identify and Support Customers Facing Financial Challenges

 

18 & 19 August 2021 | 1PM ET | Hosted in our online boardrooms

The emergence of a global pandemic, along with the social and economic disruption it left in its wake, has ushered in new complexities for financial institutions that want to support customers facing hardship. That means proactively identifying these customers and building an empathetic communication strategy to help them when they need it most.

Having the right tools and technology in place to enable organizations to correctly identify financial vulnerability in a timely manner is only the first hurdle – organizations then need to offer the right services and types of support, and tailor outbound communications to deliver the appropriate level of compassion and empathy, based on the individual’s specific needs. The stakes are high: beyond the regulatory and social imperative, organizations risk reputation, customer engagement and retention and even financial losses from bad debt.

This roundtable will bring together senior figures working across customer service, experience, technology, operations, and support, as well as business process optimization, contact center operations, lending, debt and collections, to discuss how financial institutions can prepare.

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View the agenda

The discussion

How do you build a communication strategy that integrates empathy for customers facing hardship?

How can banks correctly identify the financially vulnerable through tools and technology?

High stakes – what are the risks that come with serving customers facing economic hardship?

Speakers

Adam Westley

Director, Strategic Partners Financial ServicesSmart Communications

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Adam Westley, Smart Communications | MoneyLIVE
Adam Westley

Director, Strategic Partners Financial Services

Smart Communications

Agenda

August 18 or 19 at 1PM ET
90 minutes
  • Introduction to the roundtable

Adam Westley, Director, Strategic Partners Financial Services, Smart Communications

 

  • Utilising technology to identify and support customers facing economic hardship

 

  • Roundtable discussion
  • How have rates and instances of economic hardship changed and how are they likely to continue to shift?
  • From AI to ML: how can banks and insurers identify those customers facing difficult financial circumstances more quickly and offer a more personalized and compassionate response?
  • Leading with empathy: what practical tools and processes can be put into place to empower staff to better respond to customer conversations?
  • How can the use of analytics be optimized to not only identify those facing economic hardship but to ensure further touchpoints are both timely and relevant?
  • Tailoring communication channels to customers’ needs: how can this be achieved and rolled out at scale?
  • Offering the customer’s channels of choice: how can technology be utilized to ensure a great onboarding experience and throughout their customer journey?
  • Creating adaptive and pre-emptive self-service channels: steps to success
  • The role of technology in delivering this messaging consistently throughout all customer experience channels.

 

  • Closing remarks

Request an invitation

This roundtable is designed for senior figures working across customer service, experience, technology, operations, and support, as well as business process optimization, contact center operations, lending, debt and collections.

Fill in this short form if you meet the above criteria and would like to participate in the discussion. All invitation requests will be vetted and approved (or declined) by the organiser.

Sponsored by

 

Pegasystems webinar | Insurance Innovators

 

Smart Communications™ is the only provider of a customer conversations management platform. More than 500 global brands rely on Smart Communications to deliver smarter conversations across the entire lifecycle—empowering them to succeed in today’s digital-focused, customer-driven world while also simplifying processes and operating more efficiently. This is what it means to scale the conversation. Smart Communications is headquartered in the UK and serves its customers from offices located across North America, Europe, and Asia Pacific. The Smart Communications platform includes the enterprise-scale customer communications management power of SmartCOMM™, forms transformation capabilities made possible by SmartIQ™ and the trade documentation expertise of SmartDX™.

To learn more, visit smartcommunications.com.

Pegasystems, the leader in software for customer engagement and operational excellence, develops strategic applications for the insurance industry, including customer service, marketing automation, distribution management, claims and underwriting, helping insurers to win more business, exceed client expectations and work smarter

To learn more visit www.pega.com/insurance.