CX in 2022 :
What will change for Financial Services in Africa?
Date: 3 March 2022
Time: 14:00-15:00 SAST
Venue: Virtual
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It’s 2022 already. While challenge and change defined 2020, 2021 was about accepting and adapting to change. But what does ‘normal’ look for financial services like this year?
Customers have embraced the ease and convenience of digital banking while craving for the connection of personal interactions from financial advisors for fintech companies, this reinforces the need for a seamless omnichannel strategy that speaks to the digital-first customer. All while navigating through rapidly growing technologies that help deliver a personalized experience in the distribution of financial products and services.
In this webinar, we’ll explore:
- The major financial services and market trends that will drive the growth of CX in 2022
- How African businesses are aiming to delight fintech customers at scale by pivoting from multi-channel to an omnichannel approach
- How they manage the growing churn by offering customers instant support without overburdening their agents
Panelists
Agenda
14:00-14:05 SAST
14:00-14:05 SAST
Opening Remarks
14:05-14:50
Panel discussion by:
Vivek Ethiraj: Head Presales, MEA@Freshworks
Nthabeleng Mohapi: Service Designer@Nedbank
Akhona C. Bashe: Head: Fintech Integration@Liberty Group South Africa
Yudhvir Seetharam: Head of Analytics, Insights and Research,@FNB Business
Ngoni Sandengu: Head – Personalisation@Stanbic Bank
14:50 – 14:55
14:55-15:00
Who should attend ?
- Head of Customer Experience
- Head of Customer Strategy
- Chief Information Officers
- Chief Digital Officers
- Chief Technology Officer
- Chief Financial Officers
- Head of Customer Satisfaction
- Head of Customer Loyalty
- Head of Fintech
- Head of Voice of the Customer
- Call Center Managers
- Payment Systems Managers
- Digital Banking Managers
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