CX FS Summit

The Age of Personalisation and Automation

The Future of CX in Financial Services


The Age of Personalisation and Automation
  • What do today‚Äôs 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