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