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Session: Keynote

Narrowing Down and Widening Out: Making Interactions Count at Wells Fargo

Date and Location



  • Giles Richardson
    Head of Personalization
    Wells Fargo
  • Kristina Nissen
    Vice President, NA Sales, Financial Services

Make customers feel understood and they will stay with you forever. To get there, you really need to define what they struggle with, then create the right messages to deliver at the right time. And finally, plan for the future. Discover how Wells Fargo did just that by creating a scalable, intuitive solution with powerful AI decisioning at its heart. With over 65 million customers, and 26 million mobile banking users in the US, Wells Fargo Bank has an enviable customer base. At that scale, with almost limitless permutations, it's also a massive challenge. Wells Fargo will share with us how it thought about this challenge and started this journey, which has already shown improved customer engagement and increases in conversion.

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