Lei Han

Managing Director, Digital Experience Strategy First Citizens Bank

Tuesday, December 10th

2:15 PM The Future of Digital CX: Strategies for Enhancing Adoption and Building Trust

When looking to the future of experiences, digital comes to the forefront. In 2024, customers expect access to seamless digital support. With tools like generative and agentic AI, self-service has become a promising reality.

But, currently as few as 17% of customers say that they trust chatbots and self-service to solve their problem. While the future is bright, leaders must work to communicate the benefits of digital and enhance experiences to secure buy-in from customers. By establishing a comprehensive digital strategy, leaders can build trust and increase adoption over the long-term.

Lei Han, Managing Director, Digital Experience Strategy, First Citizens Bank will share insights on the future of digital support. At a time when customers expect more than ever before, leaders will need to take this moment to optimize and improve self-service and digital.The session will also cover:

  • Self-service and the evolving employee experience
  • Insights on preserving the human-element on digital
  • Personalization and trust