CXOonline West uncut with Hamish Taylor

The Banking Industry

07-29-2020

CXOonline West uncut with Hamish Taylor

The Banking Industry

07-29-2020


These unprecedented times have highlighted how vital it is for banks to quickly scale to adapt to changing circumstances and customer demands. With widespread business closures leading to skyrocketing demands for service, banks ability to quickly stand up a remote workforce present an opportunity for some but challenges for most.

The challenge for the banking industry is the siloed nature of banks organizational structure and increasingly complex IT landscape, while satisfaction is at an all-time low—and a growing post-COVID digital divid is imminent between those who have prioritize investments to simplify their operating model versus those who have continued to push it behind. During the last few months, service professionals have struggled with a reactive service model that lacks visibility into the true reasons why customers are having issues and inability to collaborate cross-departmentally to solve them. The result? More customer frustration.

Join your peers and industry experts to learn how to provide a streamlined, consistent, reliable experience to your customers in our one-click society.

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Hamish Taylor

Moderator:

Hamish Taylor

Former CEO of Eurostar & Sainbury's Bank / Former Head of Brands, British Airways

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Laurén Robbins

Laurén Robbins

VP and General Manager, Financial Services

ServiceNow

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