Customer Experience Management

  •  TYPE: Track    START DATE:  Wednesday, October 23, 2019     START TIME: 10:30  
Parent Track

Moderator(s):

Continuing Professional Education Credits:

KuppingerCole is registered with the National Association of State Boards of Accountancy (NASBA) as a sponsor of continuing education on the National Registry of CPE Sponsors. State Boards of accountancy have final authority on the acceptance of individual courses for CPE credits. Complaints regarding registered sponsors may be submitted to the National Registry through its website: www.learningmarket.org


After attending this track you will be able to:

  • Describe how Digital Realities help Focusing Costumer Experiences
  • Explain how good User Experience becomes easy, secure & trustworthy
  • Explain how understanding individuals’ expectation about privacy, and the principle of behavioral economics will have an enormous impact on how companies conduct business today and more importantly, in the future
  • Describe what organizations can learn when building employee journeys with the same mindset that marketers use to build customer journeys
  • Name the KPIs and data points we need to focus on to build a great employee experience

You can get 2 CPEs for this track.

Sessions:

Better User Experience in Strong Customer Authentication for Open Banking

Date: Wednesday, October 23, 2019 Time: 10:30-11:30

Better User Experience in Strong Customer Authentication for Open Banking
Kaveen Rodrigo, WSO2

Strong Customer Authentication (SCA) is a critical part of PSD2. It ensures the security of financial APIs and creates transparency for the data that is being shared. At first glance, SCA might seem to hinder user experience with increased usage which makes SCA and arduous task, therefore it is critical to implement mechanisms such as transaction risk analysis and adaptive authentication in place. These mechanisms take a proactive approach in determining the appropriate scenarios where SCA...

Panel: Good User Experience - Make it Easy, Secure & Trustworthy
Christian Goy, Behavioral Science Lab • Melissa Carvalho, Royal Bank of Canada (RBC) • Kaveen Rodrigo, WSO2


Privacy — Do We Actually Care?

Date: Wednesday, October 23, 2019 Time: 11:30-12:30

Privacy — Do We Actually Care?
Christian Goy, Behavioral Science Lab

This session will highlight how we rationalize or perceive data-privacy, why we care and actually don't, and what we expect from companies when it comes to our own data.  We will explore and explain how understanding individuals’ expectation about privacy, and the principle of behavioral economics will have an enormous impact on how companies conduct business today and more importantly, in the future.

How People Analytics will Shape the Employee Experience of the Future
Christina E. Chaplin, Talmundo

As technology and new ways of working change the way we think about the workplace and the employer-employee relationship, companies that make people analytics a strategic driver in their organizations are poised to better leverage their full competitive advantage. What can organizations learn when building employee journeys with the same mindset that marketers use to build customer journeys? What are the KPIs and data points we need to focus on to build a great employee experience?

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Amsterdam

Conference

Consumer Identity World EU 2019

Language:
English
Registration fee:
€1200.00 $1500.00 S$1920.00 13200.00 kr
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Contact person:

Ms. Lauren Zuber
+49 211 23707725
lz@kuppingercole.com
  • Oct 22 - 24, 2019 Amsterdam

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