Bank of Valletta hosts Malta’s first customer experience conference

As part of its CX Week celebrations, Bank of Valletta (BOV) held Malta’s first-ever Customer Experience (CX) Conference exclusively for its employees.

This event brought together leading international speakers, innovators, and BOV’s in-house experts to discuss strategies and insights aimed at enhancing customer relationships.

BOV’s CEO Kenneth Farrugia highlighted the Bank’s commitment to prioritising customer experience at all levels during the event. “The insights and strategies shared during the conference will shape our future CX efforts,” he remarked.

The conference featured speakers such as Betul Yilmaz, Managing Partner at Elephant and CX Consultant, who focused on empathy, proactivity, personalisation, and empowerment in CX.

Professors Georgios Yannakakis and Ahmed Khalifa from the University of Malta’s Institute of Digital Games shared insights on applying AI and UX modelling innovations from the gaming industry to banking.

A panel discussion, featuring industry experts like Benji Borg, CEO of 9H Digital, and Christabelle Camilleri, CEO of Health & Co and Lil’Ville Childcare, explored how technology and AI can support a customer-centric culture.

The event also recognised employees who “set the standard for current and future customer engagement.”

The CX Conference is part of BOV’s CX Week 2024 activities, which also include the annual Frontline Experience, allowing back-office employees to immerse themselves in customer-facing roles, further enhancing their understanding of the customer journey.