According to Gedeon Rossouw, Head of Client Care for Absa Corporate and Investment Banking, true client-centricity only emerges when a company is genuinely committed to prioritising its clients. This conviction drives behavioural changes towards a more client-centric approach.
The banking industry has undergone a profound transformation from AI that places focus on personalisation, privacy and direct engagement, says Palesa Nhlapo, Customer Growth Head at FNB Personal Segment.
Cognitive and Behavioural Psychology expert Dr. Raul Villamarin Rodriguez from Woxsen University talks about how brands can leverage consumer behaviour insights to make informed marketing decisions.
Marketers and advertisers need to be cognizant of cultural considerations. In India, regional language campaigns need to follow an end-to-end experience in the same language from banner to landing page and beyond, says Reena Jagtap, Lead Digital Marketing at Henkel.
With generic marketing messages and standardised product offerings, individuals often feel disconnected from brands and struggle to find products that resonate with their unique preferences and needs, says Bronwyn Pretorius, Chief Marketing Officer at Ackermans.
Mai Momani, Invest Bank's Head of Client Experience discusses how to leverage data, prioritise CX, and build a loyal customer base.
Developing explainable AI models is crucial for maintaining trust and accountability, says Dr Jelena Janjusevic. AI models, which are seen as "black boxes," lack transparency, which is a big challenge in banking, where decisions must be explained to customers and regulators.
Hoopla is an app that helps families build healthy habits. We spoke to founder & CEO Jacqueline Perrottet about navigating user engagement and behaviour change.
TECH TALK: How can brands create better app onboarding experiences? Sue Azari, Industry Lead - ecommerce, AppsFlyer talks about the crucial elements that make an app sticky.
"With mundane banking requirements being done digitally, through self-serve channels and customers increasing their adoption of digital channels, contact centre agents are now forced to become more of technical experts than banking experts," says Asma Beljaflah, Head of Emirates Islamic Contact Centre at Tanfeeth.
