PANEL DISCUSSION

Digital Engagement for the ‘Next Normal’

In this discussion, find out how to build successful digital engagement strategies for the future.

The panel discusses:

  • How has the COVID-19 outbreak impacted customer engagement with banks in recent months, and how have banks adapted?
  • From chatbots to voice: what digital engagement channels will surge as a result of COVID-19 disruption?
  • Getting digital right: can banks ensure that engagement remains personalised in a digital only environment?
  • How can AI be used to observe customer interactions and tailor engagement to suit individual preferences?
  • Maximising value from data: how can various data sets be used to create hyper-personalised customer communications?
  • What has COVID-19 exposed about financial inclusion, and what does this mean for future engagement strategies?
  • A long-term view: how will engagement strategies and the overall CX evolve in light of isolation and the impacts on daily lives?

Hear from our expert panel:

Alison Davies, Head of Digital, Skipton Building Society

Charity Wood, Head of Digital Skills & Knowledge, Channel Service, Nationwide Building Society

Maria Lagutina, Independent Industry Expert

Marie Hannigan, Senior Regional Vice President, Salesforce

Produced in partnership with: