Optimizing an Omnichannel Customer Experience for Banks and Building Societies

Optimizing the customer experience is a critical focus for banks and building societies as the industry faces changing customer expectations, increased competition, technology innovation, and external factors such as the COVID-19 Pandemic.

Banks and building societies in the EMEA region are increasingly focused on improving the Member experience by understanding challenges along the increasingly evolving purchasing journey, as well as customers’ frustration around certain interactions. How can we make the branches greener? When these are addressed properly, this results in greater operational efficiencies, better productivity, and a stronger return of investment (fueled by an expense reduction in the business).

Join DXC for this interactive virtual event, where Nav Singh, Head of EMEA Marketing at DXC, joins Christian Valerius, IT Strategy & Transformation, Banking and Capital Markets, DXC Technology, along with guest panelists to discuss why optimizing an omnichannel customer experience for building societies is vital for the ongoing personalization provided by banks and building societies to their customers.

We will discuss:

• Approaches for assessing opportunities to optimize an omnichannel customer experience within banks and building societies including which feedback sources to leverage, and the use of data-driven insights in different areas of the financial services institute
• Methods, examples, and lessons learned for engaging internal partners and driving adoption of insights in their daily operations
• The impact of the pandemic on lending as a whole and how EMEA-based banks and building societies conducted early monitoring to assess changes needed to support their employees and customers/Members
• Why effective ESG programs will become increasingly important to the heavily regulated banking industry over time
• Why customer (or Member) experiences should be an essential part of any ESG strategy, namely:
  • Help develop ESG products and propositions
  • Shape consumer habits around ESG
  • Enable a purpose-driven culture
  • Facilitate dialogues for fueling change

Host and Panelists

Host

• Nav Singh, Head of Marketing and Communications, Banking and Capital Markets (EMEA), DXC Technology

Panelists

• Christian Valerius, Director, IT Strategy & Transformation, Banking and Capital Markets, DXC Technology
• Basia Szumska Hare, CX / Modern Contact Centre Lead (EMEA), DXC Technology
• Özkan Erener, CEO, VeriPark
• Patricia Moore, Client Services Executive, MBA, Financial Services (MBA UK&I), DXC Technology