AGENDA
Don’t miss your personal highlights of CX1 Banking & Financial Services 2022 and take a look at our program of top-class speakers from the banking industry, who will share their expertise in exciting keynotes and interactive masterclasses on our virtual stage.
How TWINT became the leading payment brand in Switzerland
TWINT’s tools to gain customer insights
Turning insights into actions
Coming soon…
The banking sector is changing at an unmatched speed and with it, customers expectations. This requires a continuous adaptation of the CX on the company side. In their session, Julian Schaps, Head of Customer Support at NURI, and Christopher Harms, Business Transformation Strategist EMEA at zendesk, share how NURI is responding to these changes to create the best CX for their customers in new banking.
In this session will be talking about “the new way” to look at Big Data, why you should forget Personas and the Real-Time Digital Happiness Index Why do we need to change the way we look at data? How can we understand intent and personalize in real-time without personal data? Why we don’t need third-party cookies to design the best digital experience!
The payments industry is unrecognizable from just a few years ago. Customers can purchase much faster, and on their own payment terms. Digital wallets, peer-to-peer payments and interest-free payment options are commonplace in completing daily transactions. A diverse demographic of users are using Buy Now Pay Later (BNPL) providers to manage their spending. With major banks and credit card providers getting into the market, future growth is inevitable. In the US, the volume of BNPL transactions is predicted to grow over +190% in the next 24 months. Danish scale-up & BNPL provider, ViaBill, is focused on a hassle-free and transparent payment experience. Nicolai Roesgaard, Head of Global Support at ViaBill is lifting the lid on how to build trust in the market, and how Customer Experience can be your winning formula. Join our lively discussion, we’ll cover: Building trust in the financial sector – how CX can help you achieve long-term success Customers often prefer to solve problems on their own – and it’s 10x more cost effective when they do! We’ll show you how to improve your instant self-service with some handy tips Creating value-driven conversations – freeing your customer service agents time to focus on conversations that need a human touch.
More than ever financial institutions need to meet digital-first customers’ expectations. A competitive CX is a key differentiator to compete in the ever changing financial service sector. In their session, Julian Schaps, Head of Customer Support at NURI, and Kateryna Stadnychenko, Senior Solutions Consultant at Zendesk, explain how NURI is taking this to heart by empowering their customer service team to do their best work and create enhanced conversational experiences with Zendesk. They also share their best tips for scaling customer service through automation.