Banking Session

The Balancing Art: Human and Artificial Intelligence to empower customer and employee experiences

In a truly omnichannel banking experience, customers can switch from one channel to another without fear of the bank losing track of their journey. A balanced collaboration between machines and humans maximizes channel efficiency. Analysis of transaction data, including when and where purchases are made, can help banks get this balance right for customers.The result is sales optimization that takes into account the cost and capacity of individual channels. *Session intended for only customers in the Banking industry.

[breakoutsession bs_mobile_align=”yes” bs_title=”Introduction: Banking is not a place you go, its a thing you do.” bs_time=”2:00 PM – 2:25 PM”]

Mark Stanley, Director, Strategic Business Consulting, Genesys / Claude DeMone, Vice President, Contact Centre Technology, Royal Bank of Canada
Pankaj Arora, Vice President, CIBC / Joe Wede, Sr. Manager, Enterprise Services Platforms, PayPal

During this customer panel we will discuss some of the opportunities on the horizon, challenges in the pursuit of those opportunities, and how companies manage to stay focused as they pursue the future.[/breakoutsession][breakoutsession bs_mobile_align=”yes” bs_title=”The challenge of disruption in the financial industry” bs_time=”2:25 PM – 2:50 PM”]

Ray Luga

This presentation will highlight and explain the trends and dynamics disrupting the financial services sector and how banks and FI’s are caught in an escalating battle between global platforms, banks and Fintechs which is reshaping the future of the industry.[/breakoutsession][breakoutsession bs_mobile_align=”yes” bs_title=”Demystifying the cloud: Know your options” bs_time=”2:50 PM – 3:15 PM”]

Peter Graf, CTO, Genesys

Cloud platforms enable lower TCO, faster innovation and superior capabilities while providing simple administration, high scalability and full security and compliance. During this session we will demystify the cloud and we will explore different paths to get there if you are not yet.[/breakoutsession][breakoutsession bs_mobile_align=”yes” bs_title=”Intelligent self-service” bs_time=”3:15 PM – 3:40 PM”]

Claude DeMone, Vice President, Contact Centre Technology, Royal Bank of Canada

During this session, we will explore different scenarios of applications of chatbots and usage of the chatbot gateway as part of your artificial intelligence strategy.[/breakoutsession][breakoutsession bs_mobile_align=”yes” bs_title=”Using AI to connect moments across customer journeys while empowering employees” bs_time=”3:40 PM – 4:05 PM”]

Janelle Dieken, SVP, Solutions and Product Marketing, Genesys

Customers interact with financial companies through different channels and not only online but also asyncronically. During this session, we will explore how to connect moments across customers’ journeys while empowering your employees with contextual information driven by AI.[/breakoutsession][breakoutsession bs_mobile_align=”yes” bs_title=”Closing and call to action” bs_time=”4:05 PM – 4:30 PM”]

Mark Stanley, Director, Strategic Business Consulting, Genesys

Session wrap-up and call to action.[/breakoutsession]

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About Genesys
Every year, Genesys^® delivers more than 70 billion remarkable customer experiences for organizations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a Service℠ so organizations of any size can provide true personalization at scale, interact with empathy, and foster customer trust and loyalty. This is enabled by Genesys Cloud^™, an all-in-one solution and the world's leading public cloud contact center platform, designed for rapid innovation, scalability and flexibility.