Digital Banking revolution driven by disruptive and accelerating factors, like covid-19’s impact in social and economic reality, has been having a deep influence in changing the relationship between Banks and their customers. Therefore Banks focusing on Customer Experience have been investing various resources developing projects on Customer Loyalty. This venture requires convergence of digital products, omni-channel improvements, and positive Customer Experience. Challenger Banks, Fintech, Smaller Banks adopting Hybrid models are the actual competitors vs. Incumbents, primarily focusing on digital-first CX, mobile channels deployment, “smart” mobile services, interesting incentives, and lower fees.
Speeches by International Thought Leaders, Banking Experts, and Panels of in-depth Discussion by leading achievers and successful decision makers, will highlight critical issues referring to improve effective Customer-facing processes to cope with the identified challenges the banking industry must respond constituting the focus areas of the Conference are: