We hear a lot about broad CX theory (e.g., design thinking, human-centered design, persona development, lean startup, iterative testing, etc). But we’re still left wondering – how do we initially shape and continue to evolve a thoughtful, holistic CX strategy / bet portfolio that is sure to drive results? This session will dig into tangible ways to approach CX from an executive point-of-view, and practical frameworks to follow to facilitate the creation of an all-encompassing enterprise-level CX strategy that will position your company to win.

Questions to be addressed:

• How do you / does your organization define ‘customer experience’?
• What is the charter of your CX team / function / department? Success metrics?
• Why those success metrics? How do those translate into tangible business value? (if unclear)
• How would you describe your approach to improving the customer experience?
• What are some techniques or methodologies you employ / have employed to identify key CX opportunity areas? Successes / failures? Pros / cons?
• How are you specifically approaching CX with respect to digital channels and digital self-service?
• How are you leveraging AI today? How does / will AI play a role in building a compelling and differentiated customer experience going forward?
• How do you continue to garner / justify investment in your CX function, especially given the challenging current economic climate for many?

Artificial Intelligence (AI) is revolutionizing the way banks respond to their customers’ needs without compromising on customer service quality. In this interactive discussion, we will explore how cooperatives can leverage the right mix of high-tech and high-touch to enhance customer service. The experts will share their experiences of launching such initiatives, early successes, and lessons learned thus far. Additionally, we will delve into the potential of AI in transforming customer experiences while ensuring the ethical usage of AI.