The Ortus Discussion Series: Transforming CX in Banking

An exclusive dinner discussion for executive decision maker responsible for CX and Automation of prominent firms in New York

Transforming Banking’s Customer Experience with an Automation-first Strategy


Customer expectations are changing as digital channels serve as viable gateways for on-demand support. And yet, customer support failures continue to plague most banks. Tasks such as balance inquiry, bank account details, and scheduling a call can be automated – but only with the right AI-powered platform.

Leading banks are seeking solutions that exceed customer expectations, while offering features that allow the company to scale and expand. How ready is your bank for conversational banking?

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

6:30 pm: Arrival of guests and reception
7:00 pm: Welcome by The Ortus Club and short address from Ada
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

60 W 55th St, New York, NY 10019, USA

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Thursday, 26th of September 2019

Benoit, New York City

Attended by:

COO & Head of Analytics, Reporting, and Administration, Wholesale Business Risk & Controls at Wells Fargo
Deputy CTO & Head of IT Service Management and Digital Transformation at BNP Paribas
SVP of Experience Design at MasterCard
VP of Product Management, Digital Customer Care at Citi
VP of Digital Transformation & Market Solutions at Goldman Sachs
VP of Digital Products at People’s United Bank
VP at Apple Bank
VP of Customer Experience at Qapital
VP of Capabilities and Infrastructure at Merril Lynch
Global Head of Client Experience at J.P. Morgan Chase
Group Head of Innovation at Credit Suisse
Head of Machine Learning at Credit Suisse
Executive Director of User Experience Design at J.P. Morgan Chase
Director of Customer Operations of N26
Director, Head of Digital Wallets and eCommerce, Digital Client Experience at Citi
Director, Voice of the Customer at Prudential Financial

Hosted by:

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