The CX Leaders’ Virtual Series

An exclusive virtual discussion for IT and CX leaders from the FinTech industry

Hosted by Ada Support, the CX Leaders’ Virtual Series offered an intimate online forum for executives responsible for CX, IT and Marketing from the FinTech industy across the United States, Canada and Europe.

Our discussions are designed to be very inclusive and interactive, ensuring to leverage the wealth of experience from your senior peers.

The Changing Landscape of Customer Experience in the FinTech Industry

Customer expectations have been changing and COVID-19 has certainly magnified this shift. Digital channels serve as viable gateways for on-demand support, but as inquiry volumes skyrocket, customer support failures continue to plague most companies without automation. 

Mundane tasks that make up the bulk of customer inquiries can be automated without flooding your call center – but only with the right AI-powered platform. CX leaders are seeking solutions that can scale and expand to meet unprecedented demand, while still exceeding customer expectations. Are businesses ready for an automated-first support strategy?

  • How is AI currently helping agents provide better customer service?
  • What types of customer service interactions represent the best opportunities for automated interactions? Has this changed given the current environment?
  • What are some strategies for achieving optimal human capital with digital transformation?

10:55 am: Guests to check-in online
11:00 am: Welcome by The Ortus Club
11:10 am: Introduction of participants and short address from Ada
11:20 am: Discussion instigated by the moderator and continued by the group
12:30 pm: End of session

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1:55 pm: Guests to check-in online
2:00 pm: Welcome by The Ortus Club
2:10 pm: Introduction of participants and short address from Ada
2:20 pm: Discussion instigated by the moderator and continued by the group
3:30 pm: End of session

Ada was built by founders Mike Murchison and David Hariri, with the understanding that live agents have more to contribute in responding to frequently asked questions and appreciation of a customer-eccentric approach. 

Ada focuses on customer service that is not only authentic and simple but efficient and scalable. Thus, ultimately launching an on-demand, self-service support, with the knowledge that they could deliver a product that would offer a highly personalized and engaging opportunity for automation across the customer journey.

Tuesday, 24th of November, 2020

11:00 AM / 2:00 PM EST

Attended by:

Chief Digital Customer Experience Officer at Union Home Mortgage 
Head of CX at BlueVine
Head of Customer References & Success Marketing at Tradeshift
Head and VP of Product & CX at Preferred Lease
Head of Growth at OKCoin
Sr. Director of Operations at Petal
Director of CX at Tradeshift
VP of Customer Success at Feedzai
VP of Customer Success at Marqeta
Sr. Manager of Growth at Credit Karma
GM of Customer Success at Intuit
Manager of Lead Customer Success at Emburse
Sr. Business System Analyst at Oportun
Customer Operations Lead at Affirm

Hosted by:

Martie BautistaThe CX Leaders’ Series