09.10 Deliver Connected Customer Journeys To Drive Seamless Multi-Channel Experiences That Maximise Loyalty & Satisfaction
Analyse customer and user pain points across journeys to eliminate attrition and achieve seamless and frictionless customer journeys that drive loyalty and consumer satisfaction levels
How are you effectively making use of existing customer data to personalise experiences across touchpoints and predict future customer needs?
Achieve true omni-channel success! Maintain consistent brand messaging across channels for seamless and connected customer service that retains customers in-store and online
Agent assist, sentiment analysis, chatbots… what new automations can you develop and adapt to improve end-to-end customer service?
Umang Sota, Head of Product – Interfaces/Payment Experiences, Checkout.com
SHIFTING CUSTOMER BEHAVIOURS & EXPECTATIONS
Panel & Q&A
09.30 Utilise Valuable User Insights & Data To Deep Dive Into Shifting Customer Expectations & Behaviours & Deliver Top-Notch Customer Experiences Time & Time Again
No one should be left behind so how are you guaranteeing that your customer experience strategies are inclusive to all types of customers?
Critical questions answered! Where do customers’ priorities lie currently? How are you shifting strategies to ensure you constantly meet ever-changing consumer demands?
Capture and action customer insights and behaviours to better understand your customers mindset and focus along their journey and translate this data into tailored and engaging Financial Services customer experiences
Re-energise your complaints culture, revitalise your customer research, and maximise customer feedback to really understand customer expectations today and deliver gold-standard customer experiences
Brian Stewart, Global Head of Customer Insight, Digital Experience & Analytics, AXA Investment Managers UK Limited
Jo Overton, MD Customer Propositions & Strategy, Business & Commercial Banking, Lloyds Banking Group
Sam Nixon, Head of Propositions, Aviva
Ross Cameron, Head of Regulatory Developments, Natwest
Mark Allaway, Customer Insight Specialist, Moneybarn
CUTTING-EDGE AI & NEW TECH
10.10 The Subtle Art Of Listening; Designing Great Customer Support Experiences For Financial Services
Samuel Fabayo, Senior Product Designer, Monzo Bank
BONUS SESSION BY CONCENTRIX
10.30 Harnessing GenAI: Beyond the Hype to Real-World Solutions
In the rush to adopt Generative AI, organisations often leap before they look. This conference topic will explore the critical question: What problem is GenAI solving for you? We’ll delve into the practical aspects of preparing for GenAI, from laying down robust data foundations to crafting a clear strategy, securing investment, and establishing an operational model.
We’ll discuss the importance of having the right talent and skills in place and consider whether GenAI is always the appropriate technology or if it’s sometimes an overkill for simpler tasks. Furthermore, we’ll integrate insights from Behavioural Science to understand how GenAI can augment human intelligence, by providing enhanced knowledge and real-time support.
Gerald Pullen, MD, Business Transformation & Optimisation, Concentrix Catalyst
10.45 Morning Refreshment Break With Informal Networking
CUSTOMER-CENTRIC CULTURES
Panel & Q&A
11.15 Construct Gold-Standard Customer Experiences By Developing Internal Cultures That Are Founded On Customer Needs & Expectations
Examine your current digital products and services to determine if further personalisation is needed to provide a greater degree of customer-centricity to enhance the FS customer experience
Empower and motivate customer-facing teams with the right techniques, tools, and technologies to deliver experiences that put customers first
Deliver meaningful connections and contact when emotions are high, and customers are vulnerable, to create strong company-customer relationships and deliver positive outcomes
When budgets and spending are as tight as ever, how can FS organisations be driven by customer needs rather than business requirements that are not fully validated by the end user?
Danielle Battleson-Porterfield, CX- Executive Director, JP Morgan Chase & Co.
Natalie Fuller, Head of Customer Marketing & Communication, Cashplus Bank
Glyn Keachie, Head of Customer Service & Operations, NatWest
Gabriel Ross, Head of Customer Strategy, Home Protect Insurance
BONUS SESSION BY NIVO
11.45 Lessons from working with hundreds of financial brands, banks, and a million customers (almost) on how to deliver a five-star customer experience.
Whilst AI brings efficiency and productivity, how can we ensure the human touch goes hand-in-hand with new tech developments to provide effortless experiences for all customers?
Deep dive into customer interactions with digital products and examine engagement rates and customer churn to see where the human touch is critical for your target customers
With digital transactions and online payments the new normal, how can you reassure and safeguard customers who are reluctant to switch to new payment products and are more comfortable in branch?
Matthew Elliot, Co-Founder, Nivo
MAINTAINING THE HUMAN TOUCH
12.00 Strike The Critical Balance Between Tech & Human Touchpoints To Exceed Customer Expectations & Fuel Next-Level Experiences
Whilst AI brings efficiency and productivity, how can we ensure the human touch goes hand-in-hand with new tech developments to provide effortless experiences for all customers?
Deep dive into customer interactions with digital products and examine engagement rates and customer churn to see where the human touch is critical for your target customers
With digital transactions and online payments the new normal, how can you reassure and safeguard customers who are reluctant to switch to new payment products and are more comfortable in branch?
12.00 – Perspective 1
Nina Tropeano, Head of Experience Design, Lloyds Banking Group
12.20 – Perspective 2
Matthew Baxter, Head of UX & Design, Deutsche Bank Accounting
BONUS SESSION BY MOENGAGE
12.40 Bonus Session; Reserved for MoEngage
12.55 Topic Generation Form
We’d love to hear your thoughts on potential topics or ideas of one-day brand-led conferences – please do submit any ideas via the QR code. Many thanks!
13.00 Lunch & Informal Networking For Speakers, Delegates & Partners
13.30 Peer-to-Peer Discussions:
A) The Future of CX B) Improving User Experience C) Customer Vulnerability
14.00 Afternoon Chair’s Opening Remarks
Gareth Johnson, Head of Digital Client Experience, Brewin Dolphin
BONUS SESSION BY ADARE SEC LTD
14.10 Bonus Session; Reserved for Adare SEC Limited
NEXT-LEVEL CX STRATEGIES
Panel & Q&A
14.25 Achieve Exceptional Customer Experiences With Data-First & Customer-Centred Strategies That Deliver Real & Tangible Results
No two customer journeys are the same and so shouldn’t be treated so! Continually assess shifting customer behaviours and feedback to inspire consistent journey improvements and frictionless customer experiences
Leveraging an effective data-centric approach! How are FS organisations utilising data to gain a better understanding of customer values to provide sophisticated, personalised experiences which improve the customer journey
What does ‘outstanding customer experience’ mean in 2024 in Financial Services? Unite the silos with a holistic approach to service design and customer duty for a clear message employees can get behind
Anu Bailey, Director of Customer Strategy, Leeds Building Society
James Fletcher, Head of Customer Insight & Analytics, Santander UK
Scott Smith, Managing Director, Head of Client Experience Transformation, BlackRock
Daniel Bunton, Head Of Customer Support, Cleo
Hamish Wood, VP, Customer Success UKI, GoCardless
Hakan Isik, Global Head of User Experience, Citi
WINNING HYPER-PERSONALISATION
Delegate Discussion
15.05 Power Data-First & Customer-Centric Personalisation Strategies That Fuel Engagement & Elevate Customer, Client & User Experiences
We would encourage you all to enter into the spirit of the day and to share ideas with fellow delegates. We understand there might be commercial sensitivities behind discussing strategies, however, there is a lot to be gained from sharing theories, mindsets and abstract situations – the person sat next to you might just have that fresh outlook which unlocks new potential!
15.25 Evaluation Form & Feedback
We would love to hear your thoughts from the conference today, please do submit your feedback via the QR code on the screen. Many thanks in advance!
15.30 Afternoon Refreshment Break With Informal Networking
CONVERTING DATA TO PROVE ROI
16.00 Harness Customer Data & Behavioural Insights To Create Customer-Centric & Personalised Experiences That Drive Impressive Bottom-Line Results
How are you combining data across your systems and software for tailored client and customer profiles that can offer personalised advice and offers at scale?
Uncover new strategies to leverage data and analytics which drive successful customer and user experiences whilst remaining vigilant and compliant amidst new and evolving regulations
How well do you really know your customers? Utilise data surrounding purchase points, customer churn, and online behaviours to drive customer-centric experiences and boost bottom-line results
Kevin Murphy, Chief Operating Officer, NatWest Roostmoney
ENHANCING CUSTOMER LOYALTY & RETENTION
16.20 Cultivate Insight-Driven & Data-First Loyalty & Retention Strategies Guaranteed To Engage Customers & Clients, Improve Service Experiences & Power Retention Rates
Rewarding renewals, points-based prices, exclusive clubs… develop loyalty schemes which are flexible to customers’ needs, increase brand loyalty and ultimately maximises purchase frequency
What key advancements within AI and new tech can be leveraged to maximise personalisation and boost customer engagement and retention?
Intent, engagement, demographics…. effectively capture and handle data around CX to drive service improvements, retain your current customer base, and boost acquisition rates
Mike Davies, Head of Business Development, Yorkshire Building Society
16.40 Afternoon Chair’s Closing Remarks & Official Close of Conference
Gareth Johnson, Head of Digital Client Experience, Brewin Dolphin