Price, trust and brand alone are no longer considered the ultimate differentiators, as customer expectations continue to rise, and be driven by CX leaders such as Google, Amazon and Facebook; 31% of consumers would now consider purchasing banking services from these tech giants. As customers demand more from their financial services providers, businesses are increasingly turning to artificial intelligence (AI) as a means to keep pace.
To delve into the opportunities and risks that go with bringing AI into your customer experience strategy, we held a round table dinner with 30 experts from leading retail banks, payment providers and other financial services organisations. We discussed:
Download this report to learn what the experts said...