20:20 Customer Experience: Financial Services
Mar 09 2016

20:20 Customer Experience: Financial Services

Radisson Blu Portman, London

Conference Documentation

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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:

  • Gained a board-level perspective from customer experience leaders
  • Explored how insight and analytics can be exploited to improve the customer journey
  • Discussed the obstacles and opportunities in building a true omnichannel service
  • Gained insights into how you can orient your operations and processes around the customer’s demands.
  • Discussed how to improve loyalty through customer feedback and engagement
  • Learnt how advancing technology and new challengers will transform customer expectations
  • Took advantage of unparalleled networking opportunities with fellow professionals from across the financial services sector.

Speakers

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Programme

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Wednesday, 9th March 2016

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

Managing Director

Masthaven Bank

Session One: Achieving customer experience excellence: a view from the leaders

09:10
Keynote opening address

Providing financial services based on customer experience and trust 

Jane Platt

Chief Executive

National Savings & Investments

09:30
Creating a customer-centric insurer
Mike Rogers

Chief Executive Officer

LV=

09:50
The 4 Key Pillars required to deliver powerful customer experiences in FSI

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. 

Michael Plimsoll

Senior Manager – EMEA Product & Industry Marketing

Adobe

10:10
Leaders’ forum

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?
Mike Rogers

Chief Executive Officer

LV=

Jane Platt

Chief Executive

National Savings & Investments

Rob Kerner

Head of Strategy, CX

Royal Bank of Scotland

Michael Plimsoll

Senior Manager – EMEA Product & Industry Marketing

Adobe

10:50
Refreshments

Session Two: Optimising customer journeys across every channel

11:20
Developing a robust and rewarding omnichannel experience
  • 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?
Manroop Khela

Director of Omni-Channel Transformation, Strategy & Co-ordination

Santander

11:40
Case Study

Government as a service

Felicity Singleton

Head of Policy and Departmental Engagement

Government Digital Service

12:00
Putting the customer at the core of operations and processes
  • 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
Manuela Pifani

Head of Customer Strategy & Experience

Direct Line Group

12:20
Digital Living Series
Andreas Claudi

VP of Digital

Atos

12:40
Questions
12:45
Mobile voting

Channel strategies

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?
Manuela Pifani

Head of Customer Strategy & Experience

Direct Line Group

Manroop Khela

Director of Omni-Channel Transformation, Strategy & Co-ordination

Santander

Damian Thompson

Director of Distribution

Principality Building Society

Andreas Claudi

VP of Digital

Atos

13:15
Lunch hosted by Adobe

Session Three: Streams

Stream A
14:25
Chair’s opening remarks
Jon Hall

Managing Director

Masthaven Bank

14:30
Case Study

Mondo Bank

Hugo Cornejo

Head of Design

Mondo Bank

14:50
Customer Experience in SME Banking
Chris Jolly

Chairman

CivilisedBank

15:10
Questions
Stream B
14:25
Chair’s opening remarks
Manuela Pifani

Head of Customer Strategy & Experience

Direct Line Group

14:30
Engaging the customer
  • 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
Iain Harper

Digital Director

ZugarZnap

14:50
Creating emotional engagement in financial services
  • 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?
Yiannis Maos

Head of Digital

Rant & Rave

Jo Mayes

Director of Customer Operations

Business Stream

15:10
Playing catch up: learning from retail to improve the customer experience in the financial services
  • 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

 

Duncan Robertson

Marketing Director

Aegon Ireland

15:30
Questions
15:35
Refreshments

Session Four: The role of insight and analytics in enhancing the customer journey

16:05
Exploiting insight and analytics to provide a personalised customer experience
  • 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?
Jo Mayes

Director of Customer Operations

Business Stream

16:25
Using insight to predict and respond to evolving customer expectations
  • 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?
Sergio Vieira

Customer Insights Director

Lloyds Banking Group

16:45
Questions

Session Five: Engaged employees as a driver of customer experience

17:00
Panel discussion

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?

 

Paul Grierson

General Manager, Operations, Financial Services

John Lewis

Tom Carrigan

RSA Group

Director of Technical Capability

17:25
Chair’s closing remarks
Jon Hall

Managing Director

Masthaven Bank

17:30
End of conference and drinks reception hosted by Marketforce

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Companies that attended in 2015 include:

  • 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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