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.
Featuring industry-leading speakers addressing challenges such as constructing a robust and rewarding multi-channel strategy, exploiting customer insights to provide a personalised experience, and engaging employees in the pursuit of great customer journeys, this annual event is a must-attend for everyone seeking to gain and retain customers in an evolving financial services sector.
Highlights from March 2016:
Wednesday, 9th March 2016
Session One: Achieving customer experience excellence: a view from the leaders
Providing financial services based on customer experience and trust
In this session, Mike Plimsoll will draw on the experience Adobe has working with market leading FSI companies to outline what best in class are doing to deliver great customer experiences across all channels.
Delivering excellence in customer experience
- How can banks and insurers build a future-proofed customer experience strategy?
- What are the greatest barriers to developing an improved customer experience?
- How much of a threat do new entrants pose to existing financial service providers?
- How does the customer experience in financial services compare with other sectors?
- What impact will the increased FCA focus on customer experience have on the sector?
- Value from loyalty: what is the ROI of customer experience activities?
Session Two: Optimising customer journeys across every channel
- Overcoming inertia: can financial institutions take the lead on new channels?
- Maintaining a consistent identity across unique touchpoints
- What are the relative strengths and weaknesses of each channel?
- How can companies understand their customers’ preferred channels?
Government as a service
- Designing your processes around the customer demands
- How can you design with the flexibility to respond to changing customer habits?
- Understanding the changing role of the contact centre in an omnichannel environment
Delegates will now have the opportunity to vote on a series of questions using their mobile devices. The panel will discuss poll results as they appear. Themes covered in the session will include:
- What are the key considerations when formulating a multichannel strategy?
- To what extent do the channel preferences of differing demographics vary?
- How deliverable is an integrated omnichannel experience?
- To what extent will customers still demand face-to-face interactions?
- How will the role of social media evolve in the years ahead?
Session Three: Streams
- How can insurance companies create services that customers want to use?
- To what extent does increased customer engagement lead to improved loyalty?
- Leveraging behavioural economics to develop effective customer engagement strategies
- Is FS about to have its UBER moment?
- How do you create a sentiment driven business?
- How do real-time emotions lead to real-time results?
- How does Net Promoter Scores work best in the financial arena?
- What lessons can the financial services draw from retailers’ experiences?
- What advantages do Net Promoter Scores provide as drivers of customer experience?
- Integrating customer feedback throughout the product lifecycle – the Aegon Ireland experience
Session Four: The role of insight and analytics in enhancing the customer journey
- How can the insight function be streamlined to enable real-time interventions?
- Developing a closer relationship between customer insight and experience functions
- Do the rewards from personalisation justify the level of investment required?
- How will customer expectations change over the next five years?
- How can analytics help pre-empt changing customer needs?
- A changing market: how do millennials want to conduct their financial affairs?
- How will increased awareness of cybercrime affect customer trust in financial providers?
Session Five: Engaged employees as a driver of customer experience
Engaging employees in the pursuit of a customer-centric culture
- What are the key success factors for a customer-centric culture?
- How effective are incentives in promoting great customer service?
- Do the current generation of customer service employees have the necessary skills?
- Is upskilling staff to handle increasingly complex enquiries a feasible proposition?
- Should HR departments adopt a more central role in determining future strategies?
- How can staff feedback best be used to improve the customer experience?
Companies that attended in 2015 include:
- 1st Central
- Adrian Swinscoe
- AIB Group
- Al Rayan Bank PLC
- Allianz Group
- AXA Group
- Barclays Group
- BGL Group
- Bright Grey
- Caja Laboral Euskadiko Kutxa
- Campaign for Community Banking
- Canada Life
- Capital Chase
- Close Brothers Group
- Customer Buyology
- Fintech Finance
- Henley Business School
- Hood Group
- Interactive Intelligence
- John Lewis Insurance
- Just Retirement
- KBC Group
- KNIF Insurance
- Lloyds Banking Group
- M&G Investments
- Maze & Partners
- Metro Bank
- National Savings & Investments
- Network Research
- Open Text
- ORC International
- PA Consulting Group
- Personetics Technologies
- Phoenix Group
- Pierre Audoin Consultants
- Principality Building Society
- RBS Cards
- Retail Banking Research
- Royal Bank of Scotland
- Royal London Group
- RSA Group
- Saga Group
- SEB Group
- Serco Group
- Sopra Group
- Standard Life Group
- Swiss Post
- Target Group
- Tesco Bank
- Tesco Underwriting
- UniCredit Group
- University of Nottingham
- West Bromwich Building Society
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