Future Forward: Financial Services 2021


Better customer experience, all around.

Join Future Forward: Financial Services 2021 virtual series from Nuance and learn how we’re amplifying your ability to meet demands, exceed expectations, and secure trust.

Digital transformation is no longer just a sign of progress—it’s a way to fulfill a promise. As customers expect more personalized, digital‑first experiences, financial institutions must meet those demands while reducing friction and minimizing security risks.

Listen to financial industry experts and Nuance clients discuss key customer experience issues and how they are thriving despite recent challenges. See how one of the worlds largest banks uses a virtual assistant to support 500,000 monthly conversations while containing 60% of conversations to chat or how another successfully cut the time it takes to authenticate customers from 2 minutes to 20 seconds. Understand the role of AI in the contact center and get the latest research on regional banks.

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Series sessions and dates:


Commonwealth Bank of Australia: Using a virtual assistant to build a better banking experience

Commonwealth Bank of Australia is Australia’s largest bank. Join Lee Challoner‑Miles, General Manager, Integrated Channels, Digital, Operations & Technology, as he explains the role of Ceba, their popular virtual assistant. Learn how it supports 500,000 monthly conversations while containing 60% of conversations to chat, deflecting contact center calls and branch visits, and increasing NPS customer service scores—even during Covid‑related volume spikes in 2020.

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ANZ Bank: Transforming customer and agent experiences with better biometric authentication

ANZ Bank, the largest in New Zealand, was challenged with creating better, more seamless interactions with its 2 million customers. Join this conversation with Matt Butler, Senior Channel Development Manager, Retail and Business Banking, to understand and learn how they are using a combination of biometric authentication and call steering to improve both customer and contact center agent experiences. So far, the team has successful cut authentication time from 2 minutes to 20 seconds, while connecting customers to the right ANZ contact to address their specific needs faster than ever.

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Banking on Digital and AI (presented in partnership with Javelin Research)

Millions of banking customers flocked to digital channels in 2020—many for the first time—seeking to avoid long call center hold times or closed branches. Join Javelin’s Digital Banking Director, Emmett Higdon, and Nuance’s Head of Digital Product Management, Abhay Prasad, for an interactive discussion on how artificial intelligence is making digital communications a more efficient and effective way to connect with customers, reducing average handle time and enhancing both customer and agent experience.

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Regional banks: Customer engagement and fraud prevention in a digital‑first world

Over the last decade, regional banks have migrated customers from higher-cost physical interaction points—branches and contact centers—to digital channels—online and mobile. The COVID-19 pandemic has accelerated that transformation with consumers now crowning digital as their everyday banking channel. This leaves regional banks with significant challenges, including optimizing customer engagement in a digital-first world and securing these channels from fraudsters without sacrificing experience and trust. Join experts from Aite Group, Bangor Savings Bank and Nuance for answers. When you register you will automatically receive a copy of “Customer engagement in an era of rising fraud.” This whitepaper is based on a Nuance sponsored December 2020 survey of American Bankers Association member regional banks and details the use and breadth of customer engagement channels, as well as the ways in which regional banks secure both digital and voice interactions.

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Live Demonstration: Nuance Agent Coach

Wednesday, May 26, 2021 | 2:00–2:30 PM ET

While digital has become an everyday banking channel, up to 77% of U.S. consumers prefer to engage with a person directly for specific activities. Contact center chat agents are becoming your institution's frontline to those relationships, and artificial intelligence empowers them to support customers quickly, effectively and accurately. Register for this demonstration to see how the new Nuance Agent Coach AI solution amplifies your live chat agents.

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Eastern Bank Virtual Fireside Chat

Wednesday, June 23, 2021 | 11:00–11:30 AM ET

Discover how the largest and oldest mutual bank in the United States, uses voice biometrics to innovate their customers’ experiences. Looking to replace security questions with a better and more effortless experience, Eastern Bank uses voice biometrics to compare the customer’s voice to their unique voiceprint, silently signaling to the bank representative when the customer’s identity has been verified and granting them access to their account. Ultimately making it easier for customers to do business.

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About the presenters

Lee Challoner-Miles headshot
Lee Challoner‑Miles

General Manager, Integrated Channels, Digital, Operations & Technology, Commonwealth Bank of Australia

Matt Butler headshot
Matt Butler

Senior Channel Development Manager, Retail and Business Banking, ANZ Bank New Zealand

Paul Morris headshot
Paul Morris

Principal Customer Success Manager, Nuance

Tiffani Montez headshot
Tiffani Montez

Senior Analyst, Aite Group

Chris Lobley headshot
Chris Lobley

Vice President, Bangor Support, Bangor Savings Bank

Sebastian Reeve headshot
Sebastian Reeve

Financial Services Evangelist, Nuance

Let us show you why 19 out of 20 of the top financial institutions use Nuance.