Design the conversation: How a major U.S. bank is bringing clarity and humanity to digital banking

Capital One, a US-based bank and credit card company, is on a mission to bring humanity, simplicity, and ingenuity to our customers. How are we accomplishing this? One of the most basic places we need to be clear and human is in our online experiences, and we’re succeeding by designing the conversation.

This session will explain what we mean by “design the conversation” and will show specific examples of how applying its principles translates to customers’ being able to complete tasks easily while becoming more financially literate. Although we’ll look at examples from the online account space, the takeaways can apply anywhere in your customer journey. Attendees need not be designers; anyone whose job requires communication can benefit from conversational design tactics.

This session is geared toward people who want to learn about conversational design; become better advocates for quality customer experiences; communicate more clearly with their customers, and coworkers; and understand key elements of success for making conversational design work.

Customer Experience
Date: Wednesday, November 2, 2016 Time: 10:30 am - 12:00 pm Sara Zailskas Walsh Sara Zailskas Walsh (US)