Actionable Customer Insights & High-Impact, Proven Technologies For Stand-Out Customer Experience Strategies & Journeys Which Deliver Real Results In Financial Services: Integrate The Latest Tech Advances & Measurement Techniques, Embed Customer-Centricity, Innovate Customer Journey Strategies & Fuel Customer Engagement Through Actionable Data & Behaviour-Led Insights To Skyrocket Customer Experience Whilst Maintaining The Human Touch & Cementing The Strategic Role Of CX. A One-Day Conference & Networking Event, 14th October 2020, Millennium Gloucester Hotel, London. @Finance_Conf
We're 2 Steps Ahead! We are planning and preparing to run the event as a live conference with all the necessary precautions. But if this should be impacted by Covid-19 and government guidelines, we'll be moving the conference to 13th January 2021 instead. Book With Total Confidence. Safety First Onsite. For more information about onsite precautions and our cancellation policy, click here.
23 Heads & Directors Of Customer Experience From Leading Financial Services Address Your Toughest CX Challenges!
The Financial Services Customer Experience Conference At A Glance
23+
Senior-Level Speakers
10
Advanced Topic Streams
100%
Satisfaction Rating In 2019
7 Years
Of Insights & Inspiration
New Venue
Millennium Gloucester Hotel
23 Heads & Directors Of Customer & Client Experience Share Unmissable Insights Into The Hottest Tech Advancements & Disruptor Innovations, Creating Seamless Customer Journeys & Driving Customer-Centric Cultures, Unlocking Customer Expectations & Key Trends Through Savvy, Data-Led Strategies For Measurable Impact & Outstanding Customer Experiences In Financial Services Whilst Maintaining The Human Touch & Cementing The Strategic Role Of CX
- Emerging, Value-Adding Technologies & Innovations: Streamline and enhance the customer experience in financial services today
- Balancing Digital Experiences With The Human Touch: Unlock the perfect mix of digital and human interactions
- Living & Breathing Customer-Centric Cultures: Embed customer experience company-wide and put the customer at the heart
- Customer Journeys – Seamless & Conversion Boosting: Exceed expectations with effortless, holistic journeys across multiple platforms
- Groundbreaking FinTech & Challenger Insights: The hottest disrupters showcase the future of financial services customer experience
- Prove Value Through Feedback & Measurement: Move beyond NPS to unlock key insights into the customer experience, demonstrate ROI and win buy-in
- Unlocking FS Customer Behaviours, Needs & Expectations: Adapt to key customer trends with creative, insight-gathering techniques
- Data-Driven Experiences: Maximise the potential of your data to fuel customer journey and experience strategies
- The Strategic Role Of Customer Experience: Leverage and influence internal decision making with customer experience at the forefront
You'll be in safe hands. Here's what previous attendees of our conference have to say:
‘Excellent insight. Very thought provoking and gave me plenty to consider in terms of what I can implement.’
‘Great content, all the speakers were generous sharers and it made a difference.’
‘Good insight around growing and embedding customer experiences.’
1 Inspiring Day. 23 Financial Services Address Your Toughest CX Challenges: Emerging Technologies • Human Touch • Customer-Centric Internal Cultures • Effortless Customer Journeys • FinTech & Challengers • Measurement, Feedback & ROI • Customer Behaviours & Expectations • Data Insights • Cross-Sector Perspectives • Strategic Role Of CX
Can You Help Financial Services Organisations Deliver Best-In-Class Customer Experiences? For more information on how speak, exhibit or arrange one-to-one meetings at this market-leading conference, please call +44 (0) 20 3479 2299 or email partner@financialservicesconference.com.
Book An Exhibition Stand & 2 Delegate Passes Today For Only £2,499 (SAVE £500). Click here to book your stand. Exhibition space is limited and will be issued on a first-come, first-served basis.
Actionable Customer Insights & High-Impact, Proven Technologies For Stand-Out Customer Experience Strategies & Journeys Which Deliver Real Results In Financial Services: Stand Out Customer Experience Strategies & Journeys Which Deliver Real Results In Financial Services: Integrate The Latest Tech Advances & Measurement Techniques, Embed Customer-Centricity, Innovate Customer Journey Strategies & Fuel Customer Engagement Through Actionable Data & Behaviour-Led Insights To Skyrocket Customer Experience Whilst Maintaining The Human Touch & Cementing The Strategic Role Of CX. A One-Day, Practitioner-Led Conference & Networking Event, 14th October 2020, Millennium Gloucester Hotel, London.
Please See Below For The Financial Services Customer Experience Conference - Behavioural Insights, Real Value Programme Outline. For The Full Agenda, Please Click Here >>
08.30 Registration, Morning Coffee & Objective Setting
MORNING CHAIR
09.00 GIC Welcome, Interactive Voting Introduction & Morning Chair’s Opening Remarks
Alistair Welham, Head of Marketing & Communications, Aegon
DIGITAL VS HUMAN
09.10 Integrating New Technologies Whilst Retaining The Human Touch To Consistently Offer Streamlined & Seamless Customer Journeys
Jonathan Allen, Chief Marketing Officer, Market Finance
EMERGING TECHNOLOGIES
09.30 Streamline & Enhance Your Customer Experience Through High-Impact, Innovative Technologies
Speaker to be announced. Please check the website for details.
CUSTOMER-CENTRIC CULTURES - Q&A Panel
09.50 Put Theory Into Practice! Develop An Internal Culture Where Everybody Is Bought Into CX From Top To Bottom & Truly Make Your Customer Experience Strategy Live & Breathe
Michael Hunter, Marketing Director, Silicon Valley Bank
Zoe Cuthbertson, Head of Marketing, Aldermore Bank PLC
Lynzi Harrison, Customer Experience Director, LVFS
Hazel Pitchers, Global Head of Marketing, AXA Investment Managers
Sue Cashmore-Thorley, Head of Customer Experience, Vehicle Solutions, Hitachi Capital (UK) PLC
Jonathan Coleman, Head of Digital Customer Experience & Engagement, HSBC
Keith White, Head of Digital, Leeds Building Society
BONUS SESSION
10.20 Making Financial Services As Human As Humanly Possible: The Science Behind Exceptional Experiences
Jez Groom, Behavioural Economist, Cowry Consulting
10.35 Morning Refreshment Break With Informal Networking
CUSTOMER JOURNEYS - Double Perspective
11.05 Drive Streamlined & Seamless Customer Journeys That Demonstrably Boost Both Customer Experience & Revenue
11.05 Perspective One
Catherine Yardley, Director, Customer Management Product & Strategy - UK Card, Capital One
11.25 Perspective Two
Saurabh Bahadur, Head of Customer Experience Insight, Domestic & General
BONUS SESSION - Reserved For Conference Partner
11.45 Can You Help Financial Services Organisations Deliver Best-In-Class Customer Experiences? This is your opportunity to showcase your expertise in front of your target audience. We have a variety of speaking, exhibition and one-to-one meetings packages available, but hurry as opportunities remain strictly limited to join our brand-led speaker line-up on stage! Call us now on +44 (0)20 3479 2299 or email partner@financialservicesconference.com.
NEW FINTECH & CHALLENGER INNOVATIONS - Q&A Panel
12.15 Expert Insights From FinTechs & Disruptors On The Innovations That Will Be Reshaping & Driving Customer Experience In The Near Future
William Bicknell, Chief Innovation Officer, Oakbrook Finance
Hamish Wood, Head of Customer Experience, GoCardless
Sarah Ratner, Head of Customer Operations, Lendable
Julian Sawyer, Managing Director, Europe, Gemini
Jonathan Hodge, Chief Operating Officer, RateSetter
Roberto Napolitano, Marketing Director, Seedrs
Malina Ciolpan, Product Owner, Yolt
12.45 Lunch For Delegates, Speakers & Partners
PEER-TO-PEER DISCUSSIONS ON INDUSTRY HOT TOPICS
13.15 Informal Breakout Discussions
A) Employee UX
Gary Razzell, Head of User Experience IT, M&G
B) UX
C) Contact Centres
D) Vulnerable Customers
E) Trust
F) Open Banking
AFTERNOON CHAIR
13.45 Afternoon Chair’s Opening Remarks
Alistair Welham, Head of Marketing & Communications, Aegon
FEEDBACK & MEASUREMENT
13.55 Practical Insights On Gathering Key Customer Feedback To Create Data-Driven Strategies & Prove The Value Of Your Customer Experience Programme
Madeleine Linden, Senior Manager, CX Insight, Virgin Money
CUSTOMER EXPECTATIONS
14.15 Get To The Core Of What Customers Expect From Financial Services Institutions & Truly Understand Their Needs To Ensure The Customer Is At The Heart Of Your Business
Dominic Traynor, Global Head of Digital Experience, BNY Mellon
BONUS SESSION - Reserved For Conference Partner
14.35 Can You Help Financial Services Organisations Deliver Best-In-Class Customer Experiences? This is your opportunity to showcase your expertise in front of your target audience. We have a variety of speaking, exhibition and one-to-one meetings packages available, but hurry as opportunities remain strictly limited to join our brand-led speaker line-up on stage! Call us now on +44 (0)20 3479 2299 or email partner@financialservicesconference.com.
NEW DATA STRATEGIES
15.05 Navigate Complex Data Sets To Determine Actionable Insights Which Measurably Boost Customer Experience
Sue Cashmore-Thorley, Head of Customer Experience, Vehicle Solutions, Hitachi Capital (UK) PLC
Kiru Raguraman, Director of Customer & Employee Engagement, Hitachi Capital (UK) PLC
15.25 Afternoon Refreshment Break With Informal Networking
RBS CASE STUDY
15.55 Rapid Application Development Through Experience Led Transformation & Customer Experience
Priyesh Ranmal, Head of Digital Experience, RBS
STRATEGIC ROLE OF CX - Double Perspective
16.15 Employ CX As A Strategic Lever For Change & Growth Within Internal Processes & Move The Customer To The Centre Of Business Decision-Making
16.15 Perspective One
Kathryn Rioch, Head of Client Experience Corporate Digital Banking, Barclays
16.35 Perspective Two
Morgane Peng, Design Director, Société Générale
16.55 Afternoon Chair’s Closing Remarks
Alistair Welham, Head of Marketing & Communications, Aegon
17.00 Close Of Conference
This is your opportunity to get involved before the event launches and be apart of the agenda and showcase your expertise in front of your target audience. We have a variety of speaking, exhibition and one-to-one meetings packages available, but hurry as opportunities remain strictly limited to join our brand-led speaker line-up on stage! Call us now on +44 (0)20 3479 2299 or email partner@financialservicesconference.com.
Here's What Our Previous Partners & Sponsors Have To Say:
'Excellent organisation, great speakers, rich content and strong brands!'
Next-Level, Customer-Centric Contact Centres: Harness Tech & Empower Agents To Deliver Seamless, Multi-Channel Customer Journeys & Experiences. Deliver Outstanding Customer Experiences & Customer Journeys Through Savvy Tech Implementation Whilst Retaining The Human Touch & Empowering Resilient, Engaged Agents Who Represent The Customer, Add Value & Drive Continuous Improvement In The Organisation
A One-Day, Brand-Led Conference & Networking Event, 1st July 2020, Grand Connaught Rooms, Central London. Coronavirus Update >>
