Eamonn Quinn moderated a discussion; Ignite CX Innovation with Agile Technology; between two leading industry experts, Rui Gonçalves, Partner, Technology Consulting, KPMG Portugal and Willy Fox, Global Lead, Industry and Solutions GTM, OutSystems; on how the appropriate deployment of Low Code, Agile technology can improve and transform CX (Customer Experience) in financial services.
Willy and Rui discuss, among other things, the
- benefits of Low Code highlighting practical business use cases;
- observed hurdles to great CX innovation;
- strategies that financial services firms should consider if and when they adopt a low code, agile approach;
- key risks and rewards of adopting a more agile approach;
- How others have embraced this approach and delivered on their market vision and;
- Low Code limitations and regulatory considerations to take into account
The Context to CX Innovation
At a time when financial services firms across the world are paying close attention to their costs, yet are under scrutiny from consumers, who demand and expect high levels of service, and regulators, who are focusing on consumer duty, the global emphasis on further innovate and appropriate use of technology to meet these requirements is to the fore.
We found it interesting that in a poll question to the attendees, none of them found regulatory hurdles to be an issue when trying to improve Customer Experience; inflexibility of current technology and systems is. In our experience from a financial services perspective, the requirements of regulators are a key consideration when implementing strategies aimed at improving customer outcomes and any deployment of technologies must be fully risk assessed in advance. CX innovation in financial services must be judged on a key premise; if the resulting overall customer experience, as measured by the customer, is excellent then that will be good for business and satisfactory to all the relevant stakeholders.
This Bobs Guide webinar highlights particular approaches that may assist firms in delivering on their customer experience and service strategy.
Originally broadcast to a global list of attendees on 9 June 2022, it was a delight to contribute to the event. View the webinar in full from here.
