Transforming your CX strategy

29 April 2021 | Streaming online


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

Transforming your CX strategy

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In the studio

Nico Beukes, YEXT, MoneyLIVE Banking Event
Nico Beukes

Senior Vice President, Northern Europe

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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

Zor Gorelov, Kasisto, MoneyLIVE Banking Event
Zor Gorelov

Chief Executive Officer and Co-Founder

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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

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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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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

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Time for networking: explore MoneyLIVE Connect

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