EPISODE 10

Transforming your CX strategy

29 April 2021 | Streaming online

AGENDA

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Episode 10: Transforming your CX strategy
Thursday, 29 April 2021 29 Apr

Transforming your CX strategy

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09.00

In the studio

Nico Beukes, YEXT, MoneyLIVE Banking Event
Nico Beukes

Senior Vice President, Northern Europe
Yext

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09.15

Fireside chat

CX digital transformation strategies

  • Exploring the emerging trends in customer behaviours and expectations
  • How are advances in automation and digital take-up redefining customer strategies?
  • A spotlight on chatbots: what are most exciting use cases?
  • From messaging apps to voice: what new channels does chatbot technology open up?
  • Enabling autonomous self-service in banking: how can this be taken further?
  • The journey towards data-driven convenience: what now and where next?
  • Utilising data captured from digital channels to achieve hyper-relevant engagement
  • Developing seamless experiences in the open banking ecosystem: the next big challenge?

Sara Ohrvall, SEB | MoneyLIVE
Sara Öhrvall

Chief Transformation Officer
SEB

Zor Gorelov, Kasisto, MoneyLIVE Banking Event
Zor Gorelov

Chief Executive Officer and Co-Founder
Kasisto

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10.00

Panel discussion

The future of customer operations: exploring the implications of automation and remote working

  • Preparing for a hybrid workforce: where should digital end and human begin?
  • Refining the handover process: how can banks develop smooth transitions between bots and humans?
  • What role will humans play in customer contact in 5 years’ time and how will technology support that role?
  • Empowering a remote workforce: in what ways can chatbots support human agents and improve experiences for customers?
  • Uncovering the benefits of ‘next best action’ engines for employees
  • Developing secure customer operations: what threats may arise in the remote working environment, and how can they be mitigated?
  • Taking automation and efficiency further: what’s next?

Alison Davies, Skipton Building Society | MoneyLIVE
Alison Davies

Head of Digital
Skipton Building Society

Lyndsey Edgar, Monzo | MoneyLIVE
Lyndsey Edgar

Vice President of Operations
Monzo

Speaker Placeholder
Gerald Pullen

Head of RPA Centre of Excellence
Lloyds Banking Group

Brian Halpin, Blue Prism, MoneyLIVE Banking Event
Brian Halpin

SVP, Advisory, Customer Strategy and Transformation
Blue Prism

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10.45

Fireside chat

Transforming customer onboarding: strategies for the evolving ecosystem

  • Ongoing, proactive and value-added onboarding: embracing continuous process improvement and real-time monitoring
  • Balancing seamless experiences with security and risk management: striking the right balance and developing resilient KYC and AML processes
  • Designing onboarding journeys for existing customers: what are the current shortcomings and how must this be improved?
  • Looking ahead: how must onboarding strategies evolve to reflect an era of open innovation and connected ecosystems?

Chris Murphy, Lloyds | MoneyLIVE
Chris Murphy

Head of Customer Journey Design
Lloyds Banking Group

Mark Opland, Onfido, MoneyLIVE Banking Event
Mark Opland

VP of Design
Onfido

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11.20

Time for networking: explore MoneyLIVE Connect

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