An invitation-only discussion for leaders within Financial Services across Asia Pacific.
Improving CX in 2021: 3 requisites for APAC financial services firms
COVID-19 stress-tested the robustness of APAC banks’ governance structures, crisis management plans, as well as adaptability to customer expectations. Forrester’s CX Index results show how APAC financial services firms have quickly adapted their CX in response. Still, it has not been enough to move the needle beyond just meeting customer expectations.
Moderated by Riccardo Pasto—an expert in CX with more than 15 years of research and consulting experience throughout Asia-Pacific—this discussion will focus on best practices and common challenges garnered from CX leaders and exclusive research.
- How can new ways of working, collaboration, and CX skills be fostered across an organisation?
- How do companies unlock customer insights to drive action and boost empathy for their customers?
- How can technology be leveraged to better serve customers across touchpoints and at time of need?
CDTO at Tune Protect Group
CXO at Nexpay
SVP of Digital Channels and Lead of Customer Analytics at DBS Bank
VP of Customer Experience at Citibank
AVP at Axis Bank
Global Head of Inbound Channels & Shared Services at Axis Bank
Head of ASCI CXO Analytics at Sunlife India
Head of Customer Success Asia at VTEX
GM of Brand & Marketing at Westpac
Leader of Customer Experience at Mercer
Customer Experience Designer at Allianz Australia Insurance
11:30 am: Welcoming and opening address by Ortus
11:35 am: Short introduction by Sprinklr
11:45 am: Presentation by Riccardo Pasto – Senior Analyst from Forrester
12:05 pm: Discussion instigated by the moderator and continued by the group
12:30 pm: Discussion closed by moderator, end of session