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Rethinking CX: The digital-first customer experience
The advent of smartphones and fast internet has made the rise of digital-only banks possible across the globe, and contactless experiences are on the rise. The ever-changing pandemic scenario has posed some challenges to the companies in the BFSI sector. Majority of the workforce has gone remote and the transition has brought some issues with it. With almost all customers engaging remotely with the Insurance companies and Banks, there has been an upswing in the number of queries as they make the move to a self-service model.
Companies are adopting a ‘digital-first’ approach focusing on automating their channels of communication that would ease the interaction between their agents and customers that would also improve operational efficiency.
The Rethinking CX DigiConnect virtual boardroom will bring together Chief Technology Officers, Chief Information Officers, Chief Digital Officers, Vice Presidents, Directors of Digital Innovation & Transformation, Heads of Innovation, Customer Experience Heads from the BFSI sector in South Africa to reimagine the BFSI experience with a digital-first approach, discuss the advantages for them and their customers, and how they can lead their organization through this change.