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 Morning Co-Chair’s Opening Remarks

Sharniya Ferdinand, Enterprise Community Strategy Director, NatWest

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

CONVERTING DATA TO PROVE ROI

09.10 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

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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