With technological advancements, more and more customers turn to online and mobile channels for their needs. It's increasingly crucial for BFSI leaders to offer robust support services to help customers navigate the complexities of products and services. Achieving the perfect balance between cutting-edge technology and personal interaction with human experts is crucial in building long-lasting customer relationships.

Our panel of experts will explore the benefits of blending digital channels with the empathetic and skilled support of contact centers, which can provide added value to maximize the benefits of AI and thrive in the rapidly evolving CX landscape with convenience, and efficiency.

In the dynamic BFSI sector, transitioning from traditional feedback mechanisms to a comprehensive, analytics-driven approach is pivotal for customer satisfaction and business growth. But how can BFSI leaders effectively transform their customer feedback systems? What are the key strategies to identify and address customer pain points and preferences in real-time? Join us in this enlightening conversation as we explore the transformative journey of moving beyond conventional surveys. The session will focus on integrating text and speech analytics, identifying trends throughout the customer journey, and understanding customer sentiments at a deeper level.

Key Takeaways:

- Strategies for transitioning from traditional surveys to advanced analytics in customer feedback

- Techniques to identify and address customer pain points and preferences throughout their journey

- Insights into enhancing customer experience in both B2B and B2C interactions in BFSI

In an era dominated by digital disruption, what if the key to revolutionizing banking isn't leaving the branch behind, but rather redefining it as a seamless nexus of cutting-edge technology and personalized human interaction? How can financial institutions successfully transform their brick-and-mortar branches into dynamic spaces where advanced technology meets the nuanced needs of individual customers, while maintaining the human touch?

In this session, we'll explore how to blend technology and personal connection within branches. By dissecting the data-driven decisions, architectural reinventions, and behavioral shifts, we uncover the blueprint for the bank branch of the future!

As we wrap up 2023, it is critical to reflect on where we went right, and where we went wrong. Contact Center leaders shared their greatest challenges, priorities and opportunities to highlight a roadmap for the year ahead.

CCW Digital Analyst Brooke Lynch will unpack findings and facilitate a discussion on their latest market study ‘Future of the Contact Center.’ Highlighting insight on the evolving agent experience, new technology and rising expectations, this session will deep into new research from CX leaders focused on continuous improvement.

This discussion will also explore:

- Contact center priorities for the next 1-2 years

- Training competencies and the evolving agent role

- AI and self-service for the modern customer