Sophie Heller is the Chief Operating Officer of Group BNP Paribas CPBS, where she focuses on creating positive business impacts through improved customer experiences and innovative business models. With a background in strategic consulting and building ventures, she has spent 15 years transforming large organizations.

On The Menu:

1. The natural progression from digital ventures to transforming traditional businesses into digital models.

2. Addressing challenges of maintaining business relevance in retail banking across multiple countries.

3. Success in embedding a customer-first culture and reorganizing teams into customer-focused tribes.

4. Using AI to improve marketing campaigns and tailor acquisition strategies for specific segments.

5. Ensuring customer privacy while offering personalized services through soft consent methods.

6. Mobile apps as central to customer interaction and banking autonomy.

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