ASAAP

How are leading financial services companies adapting to new customer expectations in 2021? 

Learn about the five customer experience trends that are changing the way financial services providers are operating. Leading providers are focusing on personalization, data-driven conversation, and capturing VOC on 100% of interactions to drive growth in 2021. How ready is your CX team to meet the digital and voice requirements in the year ahead? Join Ernst & Young and ASAPP in an executive briefing for CX leaders in financial services. Learn about the digital and technology investments leading companies are making to:

  • Increase digital channel adoption by almost 20%
  • Reduce churn and ignite customer engagement at 52% lower cost per interaction
  • Make their agents radically more productive and happier – while increasing throughput by 2.2X
  • Maintain consistent omnichannel experience—while lowering OPEX by 30%  

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Speakers


Barbara Porter, Managing Director,
Ernst & Young LLP

Barbara leads the Customer Service group and works with utility chief customer officers and customer experience executives as a trusted advisor. She works closely with teams to develop product and service growth strategies and streamline customer service operations to accelerate growth and performance. Most recently, she has been working with clients to help shift from traditional contact center operations to a digital, value creation operating model. This includes bringing innovative AI and machine learning solutions to improve agent performance, as well as improving self-service and omnichannel experiences.

Michael Lawder, Chief Experience Officer,
ASAPP

ASAPP Michael leads the Customer Experience team at ASAPP. He has deep experience in transforming great companies and brands into customer-first organizations that, in turn, deliver great customer experiences, build loyalty, and drive better business results. Prior to joining ASAPP Michael held CX leadership roles at Samsung, Electronic Arts, and Apple. He is a passionate customer advocate.

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On-demand webinar
5 New CX Benchmarks in 2021 for Financial Service