Virtual roundtable

Building a Conversational bank: Scaling operations without sacrificing the human touch

HSBC on using messaging together with powerful automation to transform the bank's experience for customers and agents alike.

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Event details

Date:

October 6, 2020

Time:

11:00 am EDT / 4:00 pm BST

What to expect:

Hear from HSBC's Global Head of Conversational Banking, Nathan Pearson as he takes us through how the bank is blending intelligent automation and human empathy, at scale, to build messaging experiences for their customers. Find out how HSBC's Conversational strategy has unlocked exciting new career paths for its customer service agents.

Becoming a Conversational bank: the balance of speed and scale

With HSBC's current messaging volume reaching 800,000+ conversations per month, and projected volume to reach 10,000,000 conversations per month by the end of 2024, the team knew they needed a solution that could scale with ease, without sacrificing customer experience. HSBC's Global Head of Conversational Banking, Nathan Pearson will walk us through how his team blends intelligent automation and human empathy, at scale, to build efficient and highly personalized messaging experiences for their customers. The bank's focus on automation has created new career paths for its customer service agents – including Conversation Designers and Chatbot Managers – empowering agents to become part of the journey in building a Conversational bank.

Hear directly from Nathan Pearson, Global Head of Conversational Banking at HSBC on:

  • The impact of launching Apple Business Chat to customers in the wake of the Covid-19 pandemic
  • How human agents are becoming more integral — and more empowered — by HSBC's increased focus on automation
  • HSBC's plan to achieve their goal of 70%+ share of messaging through their Conversational Banking experience

Program speaker

Meet the innovator

Nathan Pearson
Global Head of Conversational Banking at HSBC

Nathan Pearson is the Global Head of Conversational Banking at HSBC and is responsible for delivering the Conversational Banking agenda across the firm's globe. Enabling these new capabilities, powered by AI and human support, to fundamentally transform the customer experience in an industry battling digital disruption.

Pearson has broad experience across strategy, deals and transformation in FS, aviation, consumer goods and public sectors.

Nathan Pearson

Nathan Pearson, Global Head of Conversational Banking at HSBC

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Join an exclusive group of senior executives for an ongoing series of virtual roundtables

This is the sixth installment of a new series where we explore the future of the contact center and customer care. Our take? For the traditional contact center — with hundreds of people sitting side by side, taking calls to service one customer at a time — there simply is no future. The contact center as we know it today is over. Come together with your peers to discuss how conversational AI and messaging are shaping what's next.

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