Creating trust through digital and personal engagement

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Tuesday, May 9th, 15:00 EST

BFSI leaders in North America are invited to join this virtual roundtable on “Creating trust through digital and personal engagement”.

An expert moderator will guide the knowledge-sharing event, stimulating discussion between participants in a closed, confidential environment. Attendance is by invitation only and complimentary.

Creating trust through digital and personal engagement

Have banks gone too far with digital? The benefits are clear: lower cost, faster process, and convenience. But it seems as if banks are utilizing self-service because it suits them, not the customer. In times of uncertainty, customers want to know that the bank has got their back. Accenture research found that “digital on its own seldom differentiates the bank, makes the customer feel special, or builds authentic relationships.”

Clearly, there is an art to balancing human and digital interaction throughout the customer journey. For example, bank staff typically do not have the collaborative tools needed to engage with customers intelligently with a unified customer profile and options for cross– and up-sell. However, technology exists to support this. An example of this is using video to bring in experts to resolve queries in real-time drastically shortens the process, reduces costs, deepens trust, and frees up staff. Being truly human in banking interactions is the basis of real differentiation. 

  • What can companies do to put context back into the conversation in a way that feels authentic? How can they support their staff to engage more collaboratively and intelligently with customers? 
  • How quickly can companies today respond to changing customer habits? How flexible are  operations? 
  • How can companies get greater customer engagement and higher revenue per customer at substantially lower costs?

Attended by:

CIO, Americas – Global Payments Solutions at HSBC
EVP & Chief Qualitative Risk Officer at KeyCorp
SVP, Head of User Experience at Bank OZK
SVP, Director of Remote Banking at Cadence Bank
SVP, Director of Payments Command Center at First Citizens Bank
VP of Operations at Cottonwood Financial
VP, Customer Experience at Eastern Bank
VP, Senior Full Stack Engineer at HSBC Bank Canada
Global Head of Data & Analytics Delivery, Transaction Banking, Wholesale Banking at HSBC
Head of Digital Originations & Onboarding at KeyBank
Director of Digital Banking Solutions and Innovation at New York Community Bank (NYCB)
Director, Digital Wealth Strategy at KeyBank

For insight on this event, photos and guest interactions, see our post on LinkedIn.

2:50 PM: Log in of guests
3:00 PM: Welcome from The Ortus Club and short address from Avanade
3:15 PM: Discussion instigated by the moderator and continued by the group
4:15 PM: Discussion brought to a close

Hosted by Avanade and Microsoft


Event Detail

Tuesday, May 9, 2023 15:00
North America

Why attend?