Consumer and customer preferences are changing around service and demand for self-service experiences is on the rise. In this session, hear key findings from CMP Research's latest inquiry into changing customer expectations and keys to success for self-service in a world where the technology and AI landscape evolves daily.

The landscape of digital banking is continuously evolving, with paradigm-shifting trends influencing customer experiences within the BFSI sector. This session delves deep into the forefront of these advancements, spotlighting design and implementation processes, systems, and structures necessary to consistently deliver high-quality customer results. Unveiling the essence of personalized services in shaping consumer interactions, this discussion offers a comprehensive exploration into the transformative elements propelling the evolution of BFSI customer experiences.

Face-to-face interaction plays a vital role in the banking relationship. With most customers able to do simple banking transactions on their phones, branches are redefining their role in consumer banking to complement—rather than compete with—the digital channel. The smart branch is a channel that combines the efficiency of technology with in-person financial guidance, giving a community-first approach to positioning themselves to earn customers’ trust, foster loyalty, and establish themselves as trusted advisors in their communities. This panel will discuss the potential to redefine and reassert the branch’s role in an era of digital banking, fueling revenue growth and customer acquisition.

When dealing with banking and insurance services, the user experience (UX) is paramount. Customers desire a platform that is smooth, user-friendly, and efficient when managing their finances. This involves a clear and straightforward interface, concise messaging, and effortless navigation. Moreover, it's critical to guarantee that your platform is secure and dependable. Join us as we explore ways to prioritize your users' needs and create a platform that provides a favorable and satisfying experience for your clients.

Leveraging a tool that could seamlessly converse with users, deliver personalized and tailored responses and answer just about any question thrown at it, seemed impressive yet far-fetched. But, as more and more individuals engaged with it, it became clear - this technology would change the game. Driving an impressive impact, generative AI is actually more accessible than CX leaders may think. This report aims to unpack:

• The importance of Generative AI for the contact center
• Key benefits, strategies and frameworks for success
• AI priorities for the year ahead