20:20 Customer Experience: Financial Services
Mar 29 2017

20:20 Customer Experience: Financial Services

Radisson Blu Portman, London

20:20 Customer Experience: Financial Services is the premier customer experience conference that brings together over 150 professionals from banking, insurance, life assurance and more.

Innovative, forward-thinking and futuristic: this event focuses on the cutting-edge of customer experience, from the Internet of Things to AI. Innovation and CX leaders at incumbents and C-level representatives from challengers will deliver insight into these revolutionary topics, as well as fundamental issues such as omnichannel and personalisation. With new interactive formats – including our new Hackathon60 – join us to be a part of the movement guiding future customer experience excellence.

insightful, innovative, interactive, futuristic, strategic


Speakers

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Programme

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Wednesday, 29th March 2017

09:00
Welcome address by Juliet Knight, Director, Marketforce
09:05
Chairman’s opening remarks

Session One: Envisioning CX in 2020 and beyond

09:10
Keynote opening address

Inspiring customer devotion: bucking the trend and delivering excellent CX

Tracy Garrad

Chief Executive Officer

First Direct

09:30
Questions
09:35
A whole new world: the combination of culture change and new technology
Nicola Millard

Customer Futurologist

BT

09:55
Advisory session

 

10:15
Questions
10:20
Leaders’ forum

The future of customer experience in an increasingly competitive landscape

  • How is competition altering customer experience strategies?
  • How can financial institutions stay ahead of the curve as more start-ups are launched?
  • What impact will new technology have on customer experience?
  • How can incumbents make the most of new technological opportunities?
  • Engaging staff alongside new technology to improve customer service
  • Is cooperation between incumbents and challengers the way forward?
  • How can organisations keep pace in an ever-changing environment?
Phoebe Hugh

Co-founder and Chief Executive Officer

Brolly

Samantha White

Director of Customer Advocacy

Barclays

Mark Evans

Marketing Director

Direct Line Group

Chris Jolly

Chairman

CivilisedBank

Ruth Handcock

Chief Customer Officer

Tandem Bank

11:00
Refreshments and enhanced networking

Session Two: Streams

Stream A: Customer engagement and the future of personalisation
11:40
Becoming a trusted and indispensable part of customers’ everyday lives
  • Pre-empting behaviour to help customers make better financial decisions and build long-term relationships
  • How can the smartphone be better harnessed to enhance real-time, personal connections with customers?
  • Going above and beyond: the moments of unexpected delight that emotionally engage customers
Ruth Handcock

Chief Customer Officer

Tandem Bank

12:00
Case study: Internet of Things

Neos Insurance

By combining the latest smart technology, 24/7 monitoring, and premium home insurance, Neos is providing products designed around what the customer wants. A representative from Neos will explain how it is leveraging the benefits of the Internet of Things and smart home technology to deliver a truly personalised offering.

Matt Poll

Co-founder & Chief Executive

Neos

12:20
Advisory session
Senior Representative

Curzon & Company

12:40
Live Q&A

Taking personalisation to the next level

  • How can financial institutions make the most of data in a connected world?
  • Utilising predictive analytics: the gateway to personalisation
  • How can new insights drive informed decisions at the moment of truth?
  • Recognising data has become a currency: ensuring real value in exchange for data
  • What opportunities and challenges will GDPR or replacement legislation create?
  • The problems of poor quality and disparate data: what are the best solutions?
  • How can skills issues be overcome?
  • What is the next phase for personalisation and how can we get there?
Ruth Handcock

Chief Customer Officer

Tandem Bank

Matt Poll

Co-founder & Chief Executive

Neos

Anthony Scammell

Director of Customer Experience

Old Mutual Wealth

Senior Representative

Curzon & Company

Stream B: From automation to artificial intelligence – the new frontier in customer experience?
11:40
Enhancing the customer experience through seamless back office operations
  • Improving operational efficiency to drive customer experience change
  • Using digitalisation to improve process speed and accuracy
  • Transitioning to automated processes to meet the rising demands of customers
  • Where next: how can operational transformation continue to improve CX?
Robert Hanrahan

Director of Operational Excellence

RSA Group

12:00
Case study: artificial intelligence

Trussle

Providing a quick and easy automated mortgage advice service, Trussle is putting the customers, rather than the lenders, first. Now a representative from Trussle will share how it is using this pioneering AI-enabled technology.

Ishaan Malhi

Founder & CEO

Trussle

12:20
Advisory session
12:40
Live Q&A
  • How can key processes be automated effectively to speed up assistance? 
  • How can automation be used to keep track of customer needs?
  • Striking the balance between staff and new technology
  • Does the increased use of virtual assistants carry the risk of becoming too impersonal?
  • What can be done to limit the damage of a malfunctioning machine?
  • Using deep analytics and cutting-edge technology to make decisions and adapt to change at a quicker pace
  • What will it take for new technology to be truly welcomed by the customer?
Robert Hanrahan

Director of Operational Excellence

RSA Group

Ishaan Malhi

Founder & CEO

Trussle

13:10
Lunch

Session Three: A European perspective

14:30
Keynote afternoon address

Embedding a culture of true customer-centricity across the business

Anne Melchiorsen

Executive Vice President, Chief of Staff COO

Danske Bank

14:50
Advisory session
15:10
Questions

Session Four: Towards the ultimate omnichannel experience

15:15
Hackathon60: new solutions to the omnichannel challenge

A seamless omnichannel proposition has been a goal in the industry for some time now. With many strategies in place across the sector, there are still many hurdles in achieving this end. This session will give delegates the opportunity to discuss the obstacles to a complete omnichannel experience and possible strategies to overcome them.

How it works:

  1. Before the conference you tell us the biggest challenges in achieving a frictionless omnichannel experience
  2. We divide the room into groups to tackle different challenges
  3. Delegates discuss the problem and brainstorm ideas and strategies to tackle them
  4. Each group provides feedback on what was discussed
16:15
Refreshments

Session Five: Technology game-changers

16:45
Disruption and transformation: a vision of the future
  • What are the most exciting technological innovations in customer experience?
  • Timing is everything: staying ahead of the curve but not jumping the gun
  • Attracting and retaining the right talent to fuel innovation
  • How will customers benefit from the disruption to come?
  •  

    Amy Miller

    Chief Marketing Officer

    Zopa

    17:05
    Advisory session
    17:25
    Questions
    17:30
    Live Q&A

    Understanding opportunities of technology game-changers

    • How can the customer remain the focus in this new environment?
    • How can the Internet of Things evolve in an increasingly connected world?
    • Artificial intelligence: is current enthusiasm a tipping point or just another cyclical high?
    • How can augmented reality be adopted to boost customer experience?
    • How is blockchain technology set to transform the customer experience in the long term?
    • How can a concrete business case for technological investment be presented?
    • What will customer experience in financial services look like in 2020 and beyond?
    Amy Miller

    Chief Marketing Officer

    Zopa

    Rod Willmott

    Fast Track (Innovation) Director

    LV=

    Alex Letts

    Chief Executive Officer

    U

    Renaud Million

    Co-founder and Chief Executive Officer

    SPIXII

    18:00
    Chairman’s closing remarks and end of conference

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    Sponsor Us »

    Silver Sponsor

    Curzon

    Curzon is an award-winning strategy and transformation ...... More »

    Who attends?

    Companies that attended last year included:

    • 1st Central
    • Adrian Swinscoe
    • AEGON
    • Ageas
    • AIB Group
    • Al Rayan Bank PLC
    • Allianz Group
    • Aviva
    • AXA Group
    • Bactest
    • Barclays Group
    • BGL Group
    • BookingBug
    • Bright Grey
    • BrightCultures
    • Caja Laboral Euskadiko Kutxa
    • Campaign for Community Banking
    • Canada Life
    • Capital Chase
    • Close Brothers Group
    • Confirmit
    • ContactPartners
    • Customer Buyology
    • Deloitte
    • EDM
    • Euroclear
    • Fintech Finance
    • Henley Business School
    • Hiscox
    • Hood Group
    • Interactive Intelligence
    • Investec
    • iRise
    • John Lewis Insurance
    • Just Retirement
    • K2
    • KBC Group
    • KNIF Insurance
    • Lithium
    • Lloyds Banking Group
    • LV=
    • M&G Investments
    • MatsSoft
    • Maze & Partners
    • MetLife
    • Metro Bank
    • National Savings & Investments
    • Network Research
    • Nordea
    • Open Text
    • ORC International
    • PA Consulting Group
    • Partnership
    • Personetics Technologies
    • Phoenix Group
    • Pierre Audoin Consultants
    • PLUSCARD
    • Principality Building Society
    • Prudential
    • Qubit
    • QuestBack
    • RaboDirect
    • RBS Cards
    • Retail Banking Research
    • Royal Bank of Scotland
    • Royal London Group
    • RSA Group
    • Saga Group
    • Santander
    • SAS
    • Sberbank
    • SEB Group
    • Serco Group
    • Sopra Group
    • Standard Life Group
    • Swiss Post
    • Target Group
    • Tesco Bank
    • Tesco Underwriting
    • Towry
    • Turn2Us
    • UniCredit Group
    • University of Nottingham
    • Verisec
    • West Bromwich Building Society

    Last year's attendee breakdown

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    £795.00 + VAT Until 20/01/17
    £895.00 + VAT Until 03/03/17
    £995.00 + VAT Standard
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    TOTAL
    £1250.00

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