Customer Service Automation:

Customer Service Automation:

RPA for Financial Services

RPA for Financial Services

Wednesday, September 16th
@ 12:00 – 1:30 PM MST

Wednesday, September 16th
@ 12:00 – 1:30 PM MST

About the Program

Customer Service Automation: RPA for Financial Services is an invitation-only, video-based virtual event for customer experience leaders from banking & financial services enterprises nation-wide who will convene with three goals in mind:

  • Learn industry best practices from our expert panel
  • Participate in interactive break out room video discussions with your peers
  • Build meaningful new connections with a diverse group of thinkers
Team zoom image copy

About the Content

In response to the COVID-19 pandemic and its economic repercussions, the banking and financial services industry has been hit with an enormous influx of customer calls and requests. Banners span the tops of websites, notifying potential callers of extra-long wait times, and encouraging anyone that can use a self-service option to log in instead.

It’s not just volume—a study cited in Harvard Business Review found that the percentage of customer calls that were ranked ‘difficult’ to resolve more than doubled for most companies—in the first two weeks of the coronavirus pandemic alone. Some average hold times rose 2000% as CSRs also found themselves working from home for the first time, without the infrastructure and support they usually enjoyed at a contact center.

BFS have been using automation successfully for a long time to improve customer service—attended and unattended. RPA has applications in delaying payments, restructuring loans, approving applications, tightening security, adjusting compliance regulations, and supporting day-to-day operations affecting hold time, resolution time, customer onboarding, and real-time CSR support. Join us for a discussion around the applications of automation in customer experience that enable teams to better react to and overcome challenges—present and future.

Discussion Topics

  • Enabling CSRs with real-time automated tools and support
  • Eliminating back-office customer operations tasks—and which of those tasks to target first
  • Shifting the definition of implementation success beyond ROI in dollars to get buy-in
  • Adjusting operations to nimbly manage new government initiatives and ensuing applications
  • On-the-fly-forbearance: delaying payments, preventing delinquency, restructuring loans—on a large scale, at speed

Moderator

Moderator

Scott Francis
Founder and CEO
BP3 Global

Panelists

Christopher Coviello
Former AVP, Digital Strategy & Customer Experience
(Insurance & Investments)
USAA
Joel Davis
Head of Customer Operations & Experience
Freedom Mortgage
Ken Mertzel
Global Industry Leader,
Financial Services
Automation Anywhere

Event Details

Date

Wednesday, September 16th 

Time

12:00 pm – 1:30 pm MST

Attendee Profile

Customer experience leaders from banking & financial services enterprises nation-wide

Agenda

12:00PM     Attendees Enter Virtual Event & Welcome Remarks

12:05PM     Video Networking in Breakout Rooms

12:15PM     Panel Discussion

12:55PM     Audience Q&A

1:10PM        Breakout Networking Sessions

12:00PM

Attendees Enter Virtual Event

& Welcome Remarks

12:05PM

Video Networking in Breakout

Rooms

12:15PM

Panel Discussion

12:55PM

Audience Q&A

1:10PM

Breakout Networking Sessions

Reserve Your Spot Here

Sponsor

bp3_2020_taglinesquare
BP3 gives people faster ways to get things done. We streamline and automate the processes that drive everything from customer experience to employee productivity. It’s no secret that companies are riddled with all kinds of broken processes, but the real shocker is that many of the so-called solutions are just as broken as the process they’re trying to fix. To create more successful, lasting efficiencies, BP3 brings more focus, more foresight, and more follow-up to every project. It’s how we’ve achieved an unprecedented 99.9% success rate, and why some of the world’s most respected brands – such as Wells Fargo, Charter, WholeFoods, and others – rely on BP3. For additional information, please visit them at www.bp-3.com. BP3. There’s a faster way to do that.
Automation-Anywhere-1024x530
Automation Anywhere is a leader in Robotic Process Automation (RPA), the platform on which the world’s leading organizations build world-class Intelligent Digital Workforces. Automation Anywhere’s enterprise-grade platform uses software bots that work side by side with people to do much of the repetitive work in many industries. It combines sophisticated RPA, cognitive and embedded analytic technologies. More than 2,800 customer entities and 1,600 enterprise brands use this AI-enabled solution to manage and scale business processes faster, with near-zero error rates, while dramatically reducing operational costs. Automation Anywhere provides automation technology to leading financial services, insurance, healthcare, technology, manufacturing, telecom and logistics companies globally. For additional information, visit www.automationanywhere.com.

Organizer

BDILogoFinal

Business Development Institute (BDI) is an award-winning event marketing agency specializing in producing invitation-only, thought leadership driven, custom events on the most impactful topics. BDI’s programs create an interactive peer learning experience while providing a rare networking opportunity for like-minded leaders over a fine lunch.