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8:15am - 9:00am 45 mins
Registration, Breakfast & Networking Time
9:00am - 9:05am 5 mins
Opening Remarks From The Chair
9:05am - 9:30am 25 mins
Keynote Address: Creating Digital Journeys For The Digital Human. How Can You Make Things Easier, More Appealing & More Fun For Your Customers - Whichever Touchpoint You Are Interacting With Them Through?
9:30am - 9:50am 20 mins
Special Address: Next Generation CX - How Your Competitors Are Using Artificial Intelligence To Delight Their Customers
9:50am - 10:30am 40 mins
Strategy Roundtable: How Can Financial Institutions Transform Customer Experience Through Deep Customer Insights? Why Powerful Data Analytics Will Be Critical For Success
10:30am - 11:00am 30 mins
Morning Coffee & Networking Break
11:00am - 11:25am 25 mins
Fireside Chat With A FinTech Founder: How To Innovate On Behalf Of The Customer & To Build A Business Around Their Needs To Drive Loyalty & Sustained Growth
11:25am - 11:45am 20 mins
Special Address: Bridging The Gap Between The Customer Experience Promise & The Customer Experience Reality To Deliver Outstanding CX At Scale
11:45am - 12:25pm 40 mins
Leaders Debate: How To Align Your Whole Organisation To A Common Customer Purpose & To Harness Future Tech To Redraw The Customer Experience Landscape
12:25pm - 1:25pm 60 mins
Lunch & Networking Break
1:25pm - 1:55pm 30 mins
Keynote Address: Driving Change Through Customer-Led Design And Transformation
1:55pm - 2:35pm 40 mins
Insights From Innovators: How We Are Creating A Seamless Customer Experience
2:35pm - 2:50pm 15 mins
Case Study: Customer Segmentation - The Move From One-Size-Fits-All
2:50pm - 3:05pm 15 mins
Case Study: Using AI To Deliver Outstanding CX
3:05pm - 3:20pm 15 mins
Case Study: Providing Personalized Customer Interaction Across A Multichannel Environment
3:20pm - 4:00pm 40 mins
Closing Debate: Fintechs And Financial Institutions On The Journey Towards A Productive Partnership In CX
4:00pm - 4:05pm 5 mins
Closing Remarks From The Chair
4:05pm - 5:05pm 60 mins
Happy Hour!