Money20/20 Europe: Day 2 Briefing
The evolution of digital has fundamentally changed the relationship customers expect with banks. Talk on CX formed a large chunk of the discussion on day 2 of Money20/20 EU with a host of speakers adding their thoughts, here are your highlights:
- Klarna CEO Sebastian Siemiatkowski talked about banking entering the age of utilising ‘(robotic) assistants’ to optimise CX for customers in response to the ever-increasing number of ‘micro-tasks’ customers are expected to handle.
- 2. Laurent Nizri moderated a panel on why customer centricity was key to commercial success. Wincie Wong highlighted the shift in decreasing contact on a branch level to increasing online interaction as the main challenge for retail banking in terms of CX.
3. In her talk, Ghela Boskovich noted, “The winners will be the ones understanding customer centricity, developing their culture and product with empathy.”
4. Tram Anh Nguyen invited to speak on diversity by European Women Payments Network
5. 1st place in the Payments Race went to both ‘cash’ Stuart Thomas and ‘card’ Nina Mohanty, proving that cash is still king in EU when it comes to transactions (although team ‘Card’ was most likely hit by the Visa outage!) vs #M2020Asia where mobile won the day.
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