About Balancing Security & CX With Voice Biometrics Digiconnect Boardroom

There is no doubt that the pandemic has affected many organisations including those in the banking, financial services, insurance, and telecommunication sectors with almost all operations and customer interactions going digital. This has created a lot of pressure as organisations race to optimise and upgrade their remote and online infrastructures and channels such as contact centres, web and other digital channels with latest technology to support operations and keep serving customers in an effective and efficient manner.

Unfortunately, in an attempt to respond to this new normal, many organisations are not yet able to truly humanise customer interactions and experiences in the digital platform. Additionally, the current climate has also underscored the need for better, faster, and more reliable authentication. As the volume of interactions increase and more organisations incorporate remote agents, authentication cannot be a barrier to service. It must be done cohesively and collectively across and between voice, digital, and other channels.

While activities over the last few months may have been an anomaly, the shift in customer expectations created under those circumstances is here to stay. Whether its talking to a live agent or interacting with a mobile app, customers want options, and they need answers. Fast and effective authentication is no longer a matter of convenience, it is a prerequisite to every successful engagement. To ensure digital interactions deliver a secure customer experience and humanise human – machine interaction, organisations must begin to look at implementing innovative biometric authentication and security technology that will help them manage these pressures while at the same time achieve best-in-class customer experience.

The Balancing Security & CX with Voice Biometrics Virtual Boardroom will bring together customer engagement, customer experience leaders from the banking, finance, insurance and telecommunications sectors to share their expertise, lessons learned, and best practices to help you define and deploy the authentication strategies your organisation needs to stay ahead of expectations.

Benefits of Attending Balancing Security & CX with Voice Biometrics Virtual Boardroom

Find out how voice biometrics saves millions of dollars in fraud prevention

Learn how to make it easier for the customer without compromising on security

Discover how to achieve operational effectiveness in this rapidly changing environment



Time Activity
11:00 Welcome note from GM Group
11:05 Welcome note from GM Group
11:15 Presentation and live demonstration by Ian
11:40 Panel Discussion
Moderated by Scott with Ian as one of the panelist
12:10 Q&A with the participants
12:25 Closing remarks by Scott


Scott Wickware

General Manager & VP Enterprise EMEA & India, Nuance Communications

Scott is a highly accomplished international executive and board member with over 25 years’ experience in all aspects of the telecom, software, IT and professional services businesses including sales, marketing, product management, engineering and general management.  He has lived and managed successful organisations in North America, Europe, Asia and Australia. He has degrees in Electrical Engineering and History from Queens University, Canada, and has completed management programmes at INSEAD, France, Kellogg/Northwestern University in the US and London School of Economics (LSE) in the UK.

As General Manager of Nuance Communications Ireland Ltd (NCIL), the wholly owned international subsidiary of Nuance Communications, Inc. and board member, Scott is based in Nuance Communication Ireland Limited's global headquarters in Dublin, Ireland.

As Vice-President, EMEAI, Scott is responsible for Nuance's Enterprise business across Europe, the Middle East, Africa and India. Nuance’s Enterprise business includes a high value portfolio of products and professional services focused on the voice, mobile and web channels in market segments such as Finance, Telecom, Government, Travel/Transportation, Utilities and Retail.

Ian McGuire

Fraud and Biometrics Specialist, Nuance Communications

Ian joined Nuance in 2012 as a Business Consultant. In that role, he has provided insight and strategic guidance to several clients in their deployment of natural language call steering, speech self-service and authentication solutions. Ian’s skill set overs the whole spectrum of speech technologies, but in recent years, he has been focused on voice biometric authentication and counter-fraud solutions.

He has worked with major banks and leading telecom providers, to develop customer experience, security and communication strategies for the successful deployment of their voice biometric solutions. Notable highlights include the launch of voice biometric authentication for HSBC Group, Lloyds, Coutts, and TalkTalk, and counter fraud solutions for Barclaycard and RBS Group


Who Will Attend Balancing Security & CX with Voice Biometrics Virtual Boardroom

Senior management members with the below job titles from leading banks and financial institutions, insurance, and telecom organisations in the Middle East region:
  • Heads of Digital
  • Heads of Online
  • Head of Contact Centre Managers

About Nuance

It’s hard to get through a day without experiencing innovation developed by Nuance. As pioneers in conversational AI, we’ve spent decades quietly revolutionising human interactions with technology, becoming a trusted partner to 85% of Fortune 100 companies. We lead by listening, customising solutions—and their implementation—to the unique aspirations of those we serve.

These offerings leverage decades of innovation in speech,natural language and conversational AI to enable human-like interactions and omni-channel engagements that combine assisted and self-service, whether for customer acquisition or customer care.

Nuance solutions are enabled by digital,  voice,outbound and security products, all optimised using our powerful analytics tools. And all are deployed by the industry’s largest global professional services team—offering unparalleled vision, deep industry expertise and a proven track record in delivering success to organisations like yours. Whatever you need to satisfy you customers' and agents' demands, Nuance delivers.

For more information, please visit www.nuance.com



Please note that by registering to attend this virtual executive boardroom / conference you acknowledge and agree that the partners of the event can contact you with the contact information you have provided.


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