13th & 14th June, Vienna
Customer Experience Management (CXM), Customer Feedback Management (CFM) and Voice of Customer (VOC) – it goes by many names… but the idea is the same: Listen to customers during or immediately after an experience and take appropriate action on that feedback to improve CX.
Up until recently, many banks have been inclined to treat customer experience as more of a compliance box-ticking exercise than an effective tool to drive commercial change. With CX programs that do little more than send out surveys after an event, banks have been missing the trick of being able to serve customers effectively in real time and across multiple channels. Great customer experience (CX) doesn’t just make everyone feel good, it delivers measurable business results. As the customer experience continues to evolve, the newest trend is creating an experience that is almost completely self-service, they want an experience that’s easy-to-use and makes their job easier.
Therefore, in an intensely competitive industry with rapid advances in technology, companies must keep up and evolve rapidly to meet the demands.
Key Points:
- Enhance Customer Experiences through Outcome Driven Innovation
- Ensuring Data Sovereignty and Cross-Border Data Transfers
- Evidence Based Management, Agile Framework and CX
- The rise of AI powered Customer Experience in finance
- Driving CX and Contact reduction with consistent x-channel Services
- Human-Centric Finances – A Journey through Empathy, Design, and AI
- The importance of User Testing to understand Customer Experience
- Client voice propagation in mBank S.A. throughout the whole institution
- UX Design Principles for Financial Products That Sell
- Identifying customer needs via Jobs to be Done methodology
- Security and Privacy in the Cloud: Challenges & Opportunities