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7854: Inside RBS’ Agenda to Transform the Customer Service Experience


Royal Bank of Scotland as a whole, and its Home Buying and Ownership business in particular, are reimagining the way work gets done. They are deploying transformational initiatives that incorporate emerging technologies to deliver a better customer service experience. Learn how the Home Buying and Ownership business at Royal Bank of Scotland is deploying AI to deliver beautiful customer journeys, improve the productivity of agents, and drive greater efficiency. This AI initiative has inspired them to launch other transformation projects, such as paperless renewals and mortgages and new ways of working through business-led agile transformations. Join us to learn from their experiences in transforming their business.

Core Curriculum Watson
Data & AI Theater C
Wed (February 13), 2:30PM PT


Jay Bellissimo

GM, Cognitive Process Transformation, GBS, IBM

Beth Smith

GM, IBM Watson AI, IBM

As the GM of Watson, Beth Smith is responsible for the overall success of IBM Watson's AI strategy and execution. She leads the end-to-end business including the engineering and delivery of the technology, and the global ecosystem of Watson partners and developers. Fueled by scientific innovations born out of IBM's research and engineering teams, Watson is IBM's flagship AI system.