SESSION 2 | Taking customer journeys digital

  • What impact has COVID-19 had on customer’s digital behaviour of what they now expect of banks?
  • Mastering the digital world: how can banks satisfy all customer needs online?
  • Chatbots on the rise: unlocking the power of automated conversations
  • How far can automation go: what processes are best suited to be automated, and why?
  • Predictive and prescriptive analytics: how can banks create a hyper-personalised strategy?
  • AI versus human: to what extent can AI be used to simulate the human touch in customer service?
  • Looking ahead: will customers of the future ultimately want more or less human interaction? How can banks get this balance right?

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Bidyut Dumra Head of Innovation and Ecosystems DBS Bank
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Deepak Sharma Chief Digital Officer Kotak Mahindra Bank Bio
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Jimmy Koh Chief Commercialisation Officer UOB Bio
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Cameron Church Director Market Planning - Fraud & Identity LexisNexis Risk Solutions Bio

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