Welcome

Emerging technologies 2024: when AI meets customer experience

Sponsored by Rackspace Technology
Tuesday 12 March 2024
1 Lombard St, London EC3V 9AA

If the future of banking is branchless, omnichannel, and connected to a wider ecosystem of partners, then the future of customer engagement is likely to rely on two interlocking technologies.

The first – customer-facing chatbots – are with us already but require refinement and improvement to deliver greater efficiency and consumer confidence. The second – artificial intelligence (AI) – is rapidly moving from hype to experimentation to deployment.

At this FStech roundtable, we’ll seek to explore the possibilities of these existing and emerging technologies to understand where you and your peers are on the adoption journey. We’ll discuss what the customer experience will – and should – look like in 2024 and beyond.

Moreover, newly-adopted technology – in concert and independently – will impact working culture, customer interactions, data governance, and the necessary skills and proficiencies of your teams. And they will ask questions of the underlying infrastructure – notably the suitability of private, public, and hybrid cloud. We’ll unpack each of these themes in turn and seek to establish good practice guidance and some actionable takeaways.

Do join us for what promises to be a night of engaging conversation, brilliant company, and excellent food.

Topics for discussion:

• On a scale of 1-10 (where 1 is low and 10 is high), how much of your time will be occupied implementing/planning for: a. machines/bots and b. artificial intelligence?

• What does your AI roadmap look like for 2024?

• How are the customer service changes you are looking to make likely to affect different generations of customers? And how are you preparing for those impacts?

• What impact will changes have on internal staff both from a culture and adoption perspective?

• What are the regulatory and compliance concerns that you are wrestling with to implement change?

• What challenges do you face in attracting and retaining employees with the necessary skills?

Timings for the evening:

18:00 – 18:30         Welcome and refreshments
18:30 – 20:00         Introduction to fellow guests and roundtable discussion
20:00 – onwards    Complimentary three-course dinner and drinks

Brought to you by FStech