Customer Experience in Financial Services
Customers are engaging with banks through whatever means are most convenient for them. Sometimes that means calling the call center, logging into their portal on the website, opening the internetbanking app, or initiating a chat session.
Whatever the manner that the customer chooses to engage, it is important to keep in mind that customer journeys are not linear and it is the banks’ responsibility to continue to follow the customers as they navigate winding paths. Banks need to be as relevant, personal and frictionless as possible.
When: May, 5th, 9.00 – 10.00 a.m.
Where: Online Webcast
The future of digital business is not in the amount of data but in the quality of its analysis.
Digital Topics
To make the most of your time, we will cover a lot of ground in tight time frame. Here is our agenda:
| 9.00 | Welcome and warm-up // Andreas Hladky and Enzo Orsi, PwC |
| 9.15 | Keynote: Be the bank that builds better Customer Experience // Michel van Woudenberg, Oracle |
| 9.35 | ECDP for banks LIVE: In this live demonstration you will see how banks leverage an enterprise customer data platform to orchestrate machine learning determined next best offers to maximize product per customer, increase customer satisfaction and conversion rate. // Alberto Sessa, Oracle |
| 9.50 |
Q&A session |
in cooperation with
Our Speakers
Voice of Digital Vienna: our speakers have defined digital transformation for years, and continue to aim higher.
Andreas Hladky,
PwC Digital Consulting Austria
A pioneer of the Digital Marketing and Digital Transformation scene in Austria, Andreas Hladky already introduced fresh digital concepts hatched in the US with clients of his Vienna based event management agency Hallamasch. Seeing the need for digital services in other sectors grow, he founded the pace setting digitial transformation agency point of origin in 2008, and went on to introduce cutting edge topics from business transformation, marketing technologies, and data analytics and industry insights to customers in Austria and beyond. The company expanded with offices in Switzerland, Canada, Brasil, and San Francisco.
point of origin was ahead of the curve with Customer Journey Consulting and introduced high level Cultural Transformation to the market as soon as Customer Journey Mapping got traction with austrian business leaders.
In 2020 Andreas Hladky and his digital team joined PwC Austria to form PwC Digital Consulting and create synergies between local market expertise and a global network of digital professionals.
Contact Andreas Hladky directly.
Connect to Andreas Hladky on LinkedIn.
Enzo Orsi,
Head of Financial Service Technology Consulting, PwC Austria
After graduation in Computer Science Engineering at Politecnico di Milano in 2008, Enzo started his career at a primarily IT system integrator corporation working for Core Banking transformation projects in Central and East Europe countries. He joined PwC Italy in 2014 and then PwC Austria in 2017 where he is currently leading the Financial Service Technology Consulting practice.
Enzo Orsi is an experienced IT Program Manager and IT Architect, specialized in Core Banking solutions and Data & Analytics. He led several Core Banking migration, transformation and digitalization projects with teams distributed across different countries (including offshore software development in India).
Furthermore, Enzo has long experience as Data Architect and Data Modeler for DWH and Business Intelligence aimed to Controlling and Regulatory Reporting. He is a certified IREB professional requirement engineer, Agile Product Owner and Scrum Master.
Contact Enzo Orsi directly
Connect to Enzo Orsi on LinkedIn
Michel Van Woudenberg,
Vice President CX for Financial Services, Oracle
Michel van Woudenberg is Oracle’s Vice President Customer Experience for FSI. In this role in the Oracle Product Development organization he is responsible for carrying banking market requirements back to the CX application development teams, and sharing Oracle’s CX vision for Banking with customers and partners.
With his global exposure to the latest (use of) technologies to drive customer intelligence, Michel often functions as a consultant to our customers how to best leverage current and future Oracle CX capabilities. He combines these duties with being Oracle EMEA’s PR spokesperson for CX and is a frequent speaker how banks can transform to deliver a superior Customer Experience.
Prior to coming back to Oracle EMEA in 2014, Michel was the Managing Director Asia Pacific & Japan for Kenshoo, funded by Sequoia and Bain Capital.
Connect with Michel Van Woudenberg on LinkedIn
Alberto Sessa,
Senior Director Customer Experience for Financial Service, Oracle
Alberto Sessa is Oracle’s Senior Director Customer Experience for Financial Service. In this role in the Oracle Product Development organization he is responsible for sharing Oracle’s CX vision for Financial Services with customers and partners and carrying FINS market requirements back to the CX application product development teams.
In the past 19 years, Mr Sessa have worked with Sales & Marketing Directors and CIOs throughout Asia Pacific, EMEA and LATAM to help them create a complete perspective of their prospects and customers, capture their core buying behaviours, create value and maximise profits by generating higher quantity and quality of leads and managing more effectively sales opportunities and pipeline – all through the use of marketing and sales technology.
Connect with Alberto Sessa on LinkedIn
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