The Age of Personalisation and Automation

The Future of CX in Financial Services

HIGHLIGHTS PREVIEW

The Age of Personalisation and Automation

What do today’s customers expect from a personalised approach to banking?

Data is crucial, but is it being used to maximum effect by financial institutions?

How far is too far? Do customers actually want their banks’ AI to ‘do’ their banking for them?

Is automation beneficial for the customer or an exercise in cutting costs?

Ankur Dalal, Customer Experience Leader and Principal Architect, ABN AMRO Bank N.V

Nathan Williams, Strategy & Delivery Lead, NatWest Trustee & Depositary Services

Vilmos Lorincz, Managing Director - Data and Digital Products, Lloyds Banking Group

Ezgi Biber, Head of Digital Insights, Nordea

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