The accelerating shift towards conversational AI
The majority of HSBC UK customers prefer messaging, and CSAT has gone through the roof via this channel. Royal Bank of Scotland has introduced messaging and automation to its core operations and efficiency is more than 50% higher than voice. Leading insurances are now servicing customers through WhatsApp, enterprise brands have enabled conversations directly in their Google display ads, and financial institutions are selling products through Apple Business Chat and completing transactions through Apple Pay. Every aspect of the customer journey is now conversational.
- Which aspects of customer experience have or will see the most change?
- How does conversational AI build longer-lasting relationships with customers?
- Which communication channels are most effective to engage with customers?
- To which extent has customer experience become predictive?
- How are companies selecting the data collected?
- And which are they using to personalize CX?
6:30 pm: Arrival of guests and reception
7:00 pm: Welcome by The Ortus Club and short address from LivePerson
7:10 pm: Discussion instigated by the moderator and continued by the group
7:45 pm: Starters served
8:00 pm: Discussion brought to a close and guests are encouraged to continue networking
9:00 pm: Change of seats before dessert
Carmelo Greco Restaurant
Ziegelhüttenweg 1-3, 60598 Frankfurt am Main, Germany
Regional Head COO Coverage & Resilience Germany & EMEA at Deutsche Bank
CCO at Clark Company
CPO at Ginmon
Head of Smart Data at VR Smart Finanz
Head of Start-up Program at Aareal Bank AG
Head of Marketing at Moneyfarm
Head of Digital Marketing at Credit Shelf
Head of Data Engineering and Global Analytics at ING Deutschland
Head of Direct Marketing and Online Sales at Deutsche Familienversicherung
Head of Global Operations at Deutsche Leasing Group
Director, Sovereigns and Supranationals at Fitch Ratings
VP of Director Market Development at FactSet
Deputy Director at Helaba
Deputy Director General-Market Infrastructures and Payments at European Central Bank
Director Specialty Sales at Factset
Principal (Program Management Excellence) at Metafinanz Informationssysteme
Executive Advisor at PPRO
Compliance at Universal Investment