The sudden, unprecedented demand for customer service during the pandemic is putting a strain on already stretched support resources and operational processes at many financial enterprises. With the immediate growth in loan requests, credit scoring reassessments, email communication and other implications of the pandemic crisis, financial enterprises need to accelerate their digital transformation.
In this webinar “Practical AI: Prepare Your Technology Response To Better Acquire, Serve, And Retain Customers in A Post-Pandemic Future”, Aurelie L’Hostis, Senior Analyst at Forrester, and John Paty, Vice President, Banking and Financial Enterprises at Expert System, provide insights on how firms can apply practical AI to improve customer and employee experience, while driving operational efficiency. Participants will learn how AI technologies can help their organization better acquire, serve and retain customers across the customer life cycle, while empowering employees with guidance tools to deliver fast and relevant customer service.
Guest Speaker: Aurelie L’Hostis
SENIOR ANALYST SERVING EBUSINESS & CHANNEL STRATEGY PROFESSIONALS
Aurélie is a senior analyst in Forrester’s financial services practice. Her research concentrates on the impact of technology on customer behaviors and expectations and financial firms’ business models. Her current areas of research include digital business strategy, financial well-being, SMB (small and medium-size business) banking, customer service, and digital disruption in financial services. During her six years with Forrester, she has worked with numerous clients to develop their digital business strategies.
In addition to speaking at Forrester Forums and events, Aurélie speaks regularly at global industry events, including the EFMA’s conferences and Finovate. She is a regular Forbes contributor and is often asked to comment for American Banker, Bloomberg, CNBC, the Financial Times, the Guardian, and Les Echos.
Expert System’s Speaker:
John Paty, Vice President, Banking and Financial Services
Expert System has 20-plus years of delivering AI cognitive computing solutions, with more than 300 clients globally. John Paty drives Expert System’s product sales, and market development in North America, with a special focus on the financial sector. Prior to his work in software, John’s has been a Museum Director, an International Trade Negotiator and a White House staffer. While getting his masters at Harvard’s Kennedy School, John had a special focus on international finance regulations. John holds his bachelors from Vanderbilt University, where he double majored in Art History and Economics.
- Share your challenges in managing customer relations beyond the COVID-19 crisis: What’s happaning now and what’s coming next.
- How financial services can better use AI technologies to nurture customer relationships now and in the wake of the pandemic crisis.
- Learn how AI and automation can augment and improve the quality of customer service, while strengthening the emotional connection with customers.