December 6-8, 2023 | Grand Hyatt | Denver, CO
Day 2 | December 7
8:30 am - 9:25 am
Networking Breakfast
9:25 am - 9:30 am
Chairperson's Opening Remarks
9:30 am - 10:00 am
Speaker Spotlight | The Seamless Digital Experience
Ami Iceman-Haueter -
Chief Research and Digital Experience Officer,
MSU Federal Credit Union
When managing customer experience in digital applications, the technology can be siloed into different parts, resulting in inconsistent experiences for customers and members as they move from one channel to another. Therefore, it's essential to design clear navigation and labeling and provide helpful feedback throughout the user journey.
In this session, Ami will share valuable insights into the advantages of investing in omnichannel technology to help create personalized, consistent, and branded experiences for your institution's buyers' journey.
10:00 am - 10:30 am
Candid Conversations | The Branch of the Future
Carla Trombly -
Senior Vice President, Director, Branch & ATM Channel Optimization,
Synovus
Brooke Lynch - Principal Analyst and Deputy Divisional Director, Customer Management Practice
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!
10:30 am - 12:00 pm
Business Meetings
12:00 pm - 1:00 pm
Networking Lunch
1:00 pm - 1:45 pm
Interactive Roundtable Discussion | Navigating the AI Landscape Through Channel Strategy, Design, and Success Measures
Lans Crauer -
Business Value Consultant,
Khoros
Conversational AI and Generative AI promise many benefits for the Banking and Financial Services industry, but with those benefits come several pitfalls and risks. Join us for a discussion on how companies in your industry currently deploy Conversational and Generative AI, the early successes they’re seeing, and the challenges they’ve experienced. Our conversation will dive into common trends and techniques for implementing Conversational and Generative AI and explore topics to consider as you embark on your journey.
Sponsored by: Khoros
1:45 pm - 3:15 pm
Business Meetings
3:15 pm - 3:30 pm
Comfort Break
3:30 pm - 4:30 pm
Interactive Roundtable Discussion | The Future of Voice Recognition and Automated Feedback
Mitesh Patel -
Vice President, Customer Service,
J.P. Morgan
The integration of AI into customer service is not just innovative—it's transformative. How can AI not only streamline operations but also create more personalized customer experiences? This roundtable will explore the power of AI, focusing on voice recognition for enhanced customer interactions and the automation of feedback processes.
Key Takeaways:
- Insightful strategies for implementing voice recognition AI to personalize and enhance customer service
- Best practices for automating customer feedback while maintaining quality and personalization
- Navigating the challenges and opportunities of integrating AI within customer service frameworks for BFSI
