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


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


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


At Global Insight Conferences, we have exciting offers and news about our upcoming events that we hope you’d like to hear about! We will use your information to predict what you might be interested in. We will treat your data with respect and you can find the details of our privacy policy here. You can stop receiving our updates at any time.

Please remember to check your junk folder for the brochure – and add @gicconferences.com to your safe senders list.