The Evolution of Customer Experience within the German Financial Service Sector
The financial service sector is going through a period of disruption as consumer expectations are changing. This is due to new disruptive technologies, such as AI, threatening long-standing business models.
Companies such as HSBC in the UK and Royal Bank of Scotland boast they have just gone through a period of digital transformation, adopting new communication channels such as WhatsApp, and implement conversational AI into their online chat feature. This has resulted, they say, in a large increase to their SCAT scores. But, is there still a long way to go and how can financial service companies keep up with the rate of change?
We are bringing together executives responsible for customer experience within German financial services and insurance firms for a dinner discussion on the evolution of customer experience. We will be hearing from the other attendees on their journeys into new technologies, and learn from the pitfalls and hurdles that each have faced.
If you are interested in improving customer experience within your organisation, this is a great forum to learn from your peers and share knowledge.
We will be discussing:
- What role do technologies such as AI have in the future of customer experience?
- Which financial service companies are ahead of the curve and why?
- What hurdles financial service firms are facing when adapting to these changes?
- Plus other pertinent issues faced by our attendees.