We all learned to live differently in 2020. But how have the events of the last twelve months affected your customers ‘attitudes and expectations? And how should your brand respond? Join us to hear Bean explore:1. How consumer attitudes changed las year and how they didn't.2. Regional differences across the UK, Europe and the world3. The implications for customer experience leaders.

For over 25 years, Hans has worked in a variety of customer service roles at Swedbank. Most recently, he has led the adoption of Nina, Swedbank’s virtual assistant. Working as a manager, Hans and his team blend the conversational AI powered technology with banking-specific content to enable the virtual assistant to answer questions, conduct transactions and guide customers. Launched in 2013, Nina has improved the customer journey at Swedbank, and will continue to be optimized by Hans and his team with the most advanced AI capabilities to meet evolving customer needs.

Learn how the team deployed a responsive, cross-channel virtual assistant with Nuance Conversational AI.

Learn how to understand the power of messaging with a great platform for engagement with the Nuance Customer Engagement Solutions. 

Learn how the KPN team integrated Nuance Intelligent Virtual Assistant to its live chat service, and how it’s working closely with Nuance to create innovative new experiences for its customers.

DT shares insights on how the leading telecommunications company have deployed voice biometrics to delight German customers with quick and secure verification.

Learn to how fraud attacks on customers’ accounts was mitigated and the personalized experience customers receive with security that is unique to them.