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

Hosted by:

JamieThe Ortus Discussion Series: Transforming CX in Banking