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:
- Cutting-Edge Technology & AI Applications Proven To Produce Results: Novel methods to streamline the customer experience and impact profitability
- Balance Digitalisation With The Human Touch: Create the perfect mix of digital speed and quality human interaction
- Action Behavioural Insights & Customer Needs: Drive your customers towards the right choices for their needs and boost your bottom line
- Leverage Data For Forward-Thinking Customer Experiences: Advanced, practical data innovations to fully extract insight and fuel your strategies
- 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
- Game-Changing Challenger & Disruptor Insights: Growth, speed and innovation from those at the forefront of future finance
- Results-Driven, Multi-Channel Customer Journeys: Create seamless journeys, consistent experiences and loyal brand advocates
- 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!
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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
