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.

 

09:15
09:20
Welcome Words
Banking & Financial Services
Welcome Words
Andy Mura – Head of Marketing – zenloop
09:20
09:40
Keynote
Banking & Financial Services
The art of anticipation: how to build brand love at every customer touchpoint
Dominique Farrar – Head of Brand & Communications – Spendesk
09:40
10:00
Keynote
Banking & Financial Services
How to make payment sexy: TWINT’s way to the top of finance brands in CH
Jens Plath – Chief Marketing Officer and Head of Consumer Business – TWINT AG
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How TWINT became the leading payment brand in Switzerland
TWINT’s tools to gain customer insights
Turning insights into actions

10:00
10:20
Keynote
Banking & Financial Services
How AI dramatically impacts CX in banking and insurance through intelligent document processing and automation
Ramin Assadollahi
10:20
10:40
Keynote
Banking & Financial Services
Customer Feedback at Ratepay
Susanne Aleksova – Team Lead Quality Management – Ratepay
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Coming soon…

10:40
11:00
Keynote
Banking & Financial Services
New reality banking needs new reality CX!
Christopher Harms – Business Transformation Strategist EMEA – Zendesk & Julian Schaps – Head of Customer Support – Nuri
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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.

11:00
11:30
Masterclass
Banking & Financial Services
How to measure digital customer centricity
Nicolas Buchalik – Marketing Manager – Content Square & Peter Zachmann – Industry Lead Insurance & Finance – Contentsquare
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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!

11:30
12:00
Masterclass
Banking & Financial Services
Build trust in the market: the secret sauce is Customer Service!
Nicolai Roesgaard – Head of Global Support – ViaBill & Ciarán Nolan – Team Lead, Global Account Management – Dixa
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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.

11:30
12:00
Masterclass
Banking & Financial Services
The expressive customer – triggered by Emarsys Customer Engagement
Amir Tchavoshinia – Unit Director – hmmh multimediahaus AG
12:00
12:30
Masterclass
Banking & Financial Services
Investing in CX pays off! How to create a future-proof Banking-CX
Björn Bauer – Senior Manager Solutions Consulting – Zendesk & Julian Schaps – Head of Customer Support – Nuri
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 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.

12:30
13:00
Panel Discussion
Banking & Financial Services
Panel Discussion
Gregorio Uglioni – CX Goalkeeper & Eva Spannagl – Head of Strategy & Business Development – moss