Leverage Shifting Customer Expectations & Innovative Digital Advancements To Deliver

Brand New, Seamless, High-Impact, Consistent & Consumer-Focused Customer Experience Strategies & Journeys In Financial Services

5th June 2024 | 11th Annual | London

Enhance Experiences, Increase Loyalty & Skyrocket Satisfaction With Seamless & Frictionless Customer Journeys • Shifting Customer Behaviour & Expectations • Cutting-Edge AI & New Tech • Customer-Centric Cultures • Maintain The Human Touch • Converting Customer Data To Prove ROI • Next-Level CX Strategies • Boosted Customer Loyalty & Retention • Winning Hyper-Personalisation • Customer Security & Privacy

 08.30 Registration, Informal Networking & GIC Opening Remarks

09.00 Co-Chair’s Opening Remarks

Sharniya Ferdinand, Enterprise Community Strategy Director, NatWest

Criona Courtney, Head of Customer Experience Delivery, Royal Bank of Scotland

MASTERING SEAMLESS & FRICTIONLESS CUSTOMER JOURNEYS

09.10 Mitigate Customer Churn & Deliver Connected Customer Journeys To Drive Seamless Omni-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 – SMB, 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

Clive Head, Customer Engagement Squad Lead, Santander

Brian Stewart, Global Head of Customer Insight, Digital Experience & Analytics, AXA Investment Managers UK Limited

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