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FST Media invites you to their event

Customer Service Transformation Lessons from 2020 for the Financial Services Industry

About this webinar

Twenty-twenty has been a year of disruption for businesses across the globe. The recent pandemic has been one of the biggest catalysts for the shift in strategy and transformation approach for the businesses. The Financial services industry which is usually recognised as a pioneer of innovations that keeps the industry ahead of the rest, has also suffered setbacks due to the pandemic. It is worthwhile to understand how the customer expectations are changing and how businesses need to transform to effectively serve this new era of consumers.

Register for this session to hear on:

  • What has COVID-19 taught Financial Services industry about their customer service delivery readiness? Where has the industry missed the mark?
  • Importance of a culture of trust and empathy in crisis
  • How does the future of customer service look like for the industry?
  • Role of ‘leadership readiness’ for an effective customer service transformation
  • The customer service imperatives for the industry in 2021 and the part technology will play in it.

Hosted by

  • Guest speaker
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    Gaurav Sadana VP & Head, Customer Experience & Central Retention @ Bajaj Allianz Life

    Gaurav has over 20 years of experience spanning across BFSI. In his current role, he is responsible for driving Renewal collection, Persistency metrics & CX for the organisation. This includes managing digital assets for CX at various touch points for customer engagement.

  • Guest speaker
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    Jason Lock Head of Operations & Contact Centres, Consumer Banking & Wealth @ Westpac NZ

    Jason is an experienced GM, having held a range of VP and COO roles in some of the world’s largest Contact Centre’s. Since joining Westpac NZ, Jason has led a successful transformation programme migrating off a legacy telephony platform to Genesys Cloud.

  • Guest speaker
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    Sophie Giesen Head of Strategic Business Consulting, ANZ @ Genesys

    Experienced Business Consultant and Leader with a focus on working with customers to help them achieve their technology, customer experience and employee goals. Passionate about the alignment between people and technology in order to simplify work and achieve better outcomes.

  • Guest speaker
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    Luke Hannan

  • Guest speaker
    PS G
    Princy Solanki

FST Media

where the market meets

FST Media & FST Government produces successful technology events and industry insights for financial services and government sectors across Asia Pacific.