CX1 CONFERENCE
Banking & Financial Services

Keynote: Customer Insights at TWINT

Christopher Harms, Business Transformation Strategist EMEA identifies innovative Strategies and Visions to solve todays and future challenges companies  face in customer communications.

With his extensive experience in sales and realization of complex IT and CX requirements, a passion for a great customer experience he serves our customers as sparring partner, idea giver and Partner to deliver outcomes that align to their business strategy.

Keynote: New reality banking needs new reality CX! 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.

Julian brings together customer service from all across Europe & the USA and is now shaking up the financial industry with Nuri. Unlocking the new reality of banking through blockchain technology by applying innovative strategies internally and to customer interactions is at the heart of his mission to create unique experiences.

Keynote: New reality banking needs new reality CX! 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.

Masterclass: Investing in CX pays off! How to create a future-proof Banking-CX

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.

Masterclass: How to measure digital customer centricity

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!

Ciarán is passionate about building Customer Friendship at Dixa! Our customer evangelist, he strategically partners with our customers to support them in reaching their CX goals.

Masterclass:

Build trust in the market: the secret sauce is Customer Service!

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.

Responsible for Global Customer and Merchant support, US, ES and DK – at ViaBill.

Masterclass:

Build trust in the market: the secret sauce is Customer Service!

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.

The expressive customer – triggered by Emarsys Customer Engagement

Keeping customers engaged is a particular challenge in your industry. Users are sensitive about sharing data in a financial context, which limits your ability to collect full marketing profiles.

Experience in this session how Emarsys and its integrated loyalty system can be used to encourage customers to gladly open up, be rewarded for it and experience personalized, useful content through and through.

Keynote: The art of anticipation: how to build brand love at every customer touchpoint

Masterclass: How to measure digital customer centricity

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!

Ramin Assadollahi is a computer linguist, clinical psychologist, entrepreneur, author, and inventor. His early research and inventions resulted in the world’s first next word prediction software for mobile phones (in 72 languages) which he then sold to NOKIA. In 2000, he founded ExB as an innovation laboratory for language processing software products. Ramin Assadollahi is the author of numerous research papers. Fields covered by these are semantics, linguistics, neuroscience and Natural Language Processing. He also holds several patents in the field of machine language processing. Ramin is an external expert at the Enquete Commission “Artificial Intelligence” of the German Bundestag.

Keynote:

How AI dramatically impacts CX in banking and insurance through intelligent document processing and automation