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Final Tickets Remain Before The Event On Wednesday! | 22 Finance Brands & Disruptors Tackle Your Toughest Customer Experience Challenges

Embrace Actionable Technologies & Behavioural Insights To Drive Long-Term Value: Winning Customer Experience Strategies & Journeys In Financial Services. Groundbreaking Applications Of AI & New Technologies, Thought-Provoking Approaches To Digitalisation, Deeper Insights & Analysis Into True Customer Needs & Expectations & State-Of-The-Art Techniques To Deliver Bottom-Line Results

A One-Day, Industry-Led Conference, 27th June 2018, One America Square, Central London.
Download The Brochure | Book Now - Limited Places!

Advanced & Influential Strategies For Harnessing Deeper Behavioural Insights Using Future-Proofed Digital, Data & AI Techniques Which Complement Existing Channels & Deliver Exceptional Customer Experiences & Results:

  1. Cutting-Edge Technology & AI Applications Proven To Produce Results: Novel methods to streamline the customer experience and impact profitability
  2. Balance Digitalisation With The Human Touch: Create the perfect mix of digital speed and quality human interaction
  3. Action Behavioural Insights & Customer Needs: Drive your customers towards the right choices for their needs and boost your bottom line
  4. Leverage Data For Forward-Thinking Customer Experiences: Advanced, practical data innovations to fully extract insight and fuel your strategies
  5. State-Of-The-Art, Practical Techniques For Measuring Satisfaction & ROI: Prove value and gain buy-in with measurements that demonstrate bottom-line impact and customer satisfaction beyond just NPS
  6. Game-Changing Challenger & Disruptor Insights: Growth, speed and innovation from those at the forefront of future finance
  7. Results-Driven, Multi-Channel Customer Journeys: Create seamless journeys, consistent experiences and loyal brand advocates
  8. Embed True Customer-Centric Cultures Into Organisational DNA: Customer-centric focus which goes beyond frontline staff initiatives to influence the heart of the business

  • 22 Finance Brands Speaking In One Day: 5 Banks • 4 Insurance Companies • 4 Investment & Management Organisations • 6 Challengers & Innovators • 1 Building Society • 1 B2B • 1 Cross Sector
  • 11 Advanced Sessions Focused On Your Hottest Financial Services Customer Experience Challenges
  • NEW! Results-Driven Programme
  • NEW! Practical Tech & AI Panel Discussion
  • NEW! FinTech Leaders & Challenger Banks Panel Discussion
  • NEW! Practical Applications Panel Discussion
  • 3 Interactive Peer Discussions: 'Engagement', 'Customer Service Design' & 'Security & Emerging Regulations'
  • 1 Double Perspective: Digital Vs. Human
  • Cross-Sector Insight With E.ON
  • Meet The Speakers Area
  • Central London Networking Venue
  • Open Q&A
  • 5th Annual Event
  • 100% Satisfaction in 2017
  • Fresh New Insights & Programme
  • 1 Unmissable Day!

Book Now>>


Can you help financial services organisations deliver improved insights and customer experiences?
For more information on how to get involved, please call +44 (0)20 3479 2299 or email partner@financialservicesconference.com.


The Financial Services Customer Experience Conference - Behavioural Insights, Real Value Programme:

 

08.30 Registration, Morning Coffee & Objective Setting

09.10 GIC Welcome, Interactive Voting Introduction, Morning Chairman’s Opening Remarks

 

Anthony Scammell, Strategic Service Development Director, Old Mutual Wealth

PRACTICAL TECHNOLOGY & AI IMPLEMENTATIONS - INNOVATOR CASE STUDY

09.20 Cutting-Edge Applications Of Technology Proven To Improve The Customer Journey & Impact Profitability

Ben Chisell, Product Director, Starling Bank

TECH & AI - Q&A PANEL DISCUSSION

09.40 Thought-Leaders Future-Focused Tech & AI Q&A Panel Discussions

Brian Harris, Chief Product Officer, Currencies Direct

Ben Chisell, Product Director, Starling Bank

IT'S NOT HOW MUCH DATA YOU HAVE - IT'S WHAT YOU DO WITH IT THAT COUNTS

10.10 Hear How Liberty Insurance Is Giving Value Back To Its Customers With A Unique Understanding Of The Customer Journey And The Moments That Matter Most

Anne Marie Collins, Head of Customer Experience, Liberty Insurance

CUSTOMER CENTRICITY - EMBED INTO DNA

10.25 Go Beyond Frontline Staff Initiatives With Real Insights On Truly Embedding Customer Centricity Into Business Data To Maximise The Impact Of Customer Experience Strategies

Rachel Haworth, Customer Experience Director, Coventry Building Society

10.45 Refreshment Break With Informal Facilitated Networking

DIGITAL VS. HUMAN - DOUBLE PERSPECTIVE - NEW!

With So Many Digital Solutions Available, Are You Using Them Effectively Without Losing The Benefits Of Human Interaction?

11.15 Perspective One

Neil Dodd, Associate Director, Customer Experience Strategy, Innovation & Design, Comparethemarket.com

11.35 Perspective Two

Sarah Leach, Senior UX Designer, Hitachi Capital

BEHAVIOURAL INSIGHTS & CUSTOMER NEEDS - INTERACTIVE SESSION

11.55 Deeper Behavioural Insights Which Drive Your Customers Towards The Right Choices For Their Needs & Boost Your Bottom Line & Retention
Julie Tennant, Head of Colleague & Client Improvement, Barclays

Johanna Campbell, Head of Training & Knowledge, Barclays

THE TRUTH OF TRANSFORMATION

12.15 What Are The Truths of Transformation & Where Should You Start, To Creat Chage That Sticks

Nic Sheen, Director of Strategic Development, Communisis

PRACTICAL APPLICATIONS

12.30 Join The Chair & Panellists As They Review The Morning

Discover how the topics discussed could affect your particular future business strategies and thinking – join in with our interactive voting system!

Ross Hunter, Product Director, Retail Banking, Post Office Money

Nick Watkins, Head of Insights & Evaluation, The Money Advice Service

Jane Cormack, Product Development & Delivery Director, Start Up Loans, British Business Bank

Nic Sheen, Director of Strategic Development, Communisis

13.00 Morning Round-Up & Lunchtime Notices


13.05 Lunch & Informal Networking For Delegates, Partners & Speakers

13.30 Informal Discussions & Peer Brainstorming

Taking Place Half-An-Hour Into The Lunch Break Within The Networking Room

Discussion A - Building Effective Engagement

Hélène Gullen, Head of Customer Experience, Unum

Ulrika Haug, Head of Financial Services - EMEA, Lithium

 

14.05 Afternoon Chair’s Opening Remarks

Matthew Harwood, Head of Private Banking Analytics, RBS

CHALLENGER & FINTECH PANEL DISCUSSION - DISRUPTORS

14.15 Revelations Into How FinTechs & Challenger Banks Are Revolutionising & Disrupting Customer Experience In The Financial Services Industry

Ricky Knox, Co-Founder & CEO, Tandem Money

Ben Chisell, Product Director, Starling Bank
Tom Newbould, Chief Marketing Officer, MYJAR
Georgina Perry, Head of Customer Experience, Oakbrook Finance

EMPOWERING DATA

14.45 Advanced Tactics To Fully Leverage Data For Forward-Thinking Customer Experience Which Recognises Customer Needs Before Even They Do!

Tony Crane, Customer Experience Director, Bank of Ireland

MEASURING SATISFACTION & ROI - GAIN BUY-IN!

15.10 State-Of-The-Art, Practical Techniques For Measuring Satisfaction & Proving The Value Of Your Customer Experience Projects To Stakeholders

Anu Shekhar, Head of Group Customer Experience, Police Mutual

15.35 Refreshment Break With Informal, Facilitated Networking

OUTSTANDING CUSTOMER EXPERIENCES & JOURNEYS

16.05 Gain Insights From Industry Leaders Into Results-Driven, Next-Level Strategies For Creating Exceptional Multi-Channel Customer Journeys

Jane Cormack, Product Development & Delivery Director, Start Up Loans, British Business Bank

B2B

16.30 Exceptional B2B Social & Content Strategies Which Build Relationships In Adviser-Led Financial Services

Kirsten Burt, Head of Marketing UK & Jersey, UBS Wealth Management

16.55 Closing Remarks

17.00 Official Close Of Conference