20:20 Customer Experience: Financial Services Nordics
Mar 14-15 2016

20:20 Customer Experience: Financial Services Nordics

Driving customer engagement in the age of innovation

Copenhagen Marriott Hotel, Copenhagen

Conference documentation

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20:20 Customer Experience: Financial Services Nordics returned to Copenhagen for the third year running in March 2016. A whole host of financial services professionals came together to navigate the challenges and share the solutions to making great customer experience a reality.

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Highlights in 2016:

  • Got inspired by industry leaders driving the transformation of CX in the financial sector
  • Gained a greater understanding of and overcome the key strategic issues facing CX professionals
  • Debated and shared opinions in our interactive panel discussions
  • Networked with influential CX financial services professionals

Speakers

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Programme

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Monday, 14th March 2016

09:30
Welcome address by Emma Glatman, Client Relationship Director, Marketforce
09:35
Chair’s opening remarks
Peter Nordgaard

Associate Professor, Executive Finance & Economics

AVT Business School

Session One: Leaders’ forum – delivering outstanding customer experiences

09:40
The path to becoming a truly customer-centric bank
Anne Melchiorsen

Executive Vice President, Chief of Staff COO

Danske Bank

10:00
Transforming customer experience in the insurance industry
Steen Holse Andersen

Chief Operating Officer

LB Forsikring

10:20
Panel discussion

Overcoming the challenges to achieving superb customer experience

  • The digital revolution: how are customer expectations continuing to evolve? 
  • How important is it to offer a fully integrated omnichannel experience?
  • How can banks and insurers best tailor products and services to customer needs?
  • What is the best way of increasing customer engagement with financial services?
  • Personalisation: how important is it and where do the opportunities lie?
  • How can the impact of compliance procedures on customer experience be minimised?
  • How can we motivate and empower staff to deliver the services customers deserve?
  • Disruptors and new entrants: what can we learn and how should we respond?

Questions will be taken from the audience throughout the panel discussion

Anne Melchiorsen

Executive Vice President, Chief of Staff COO

Danske Bank

Steen Holse Andersen

Chief Operating Officer

LB Forsikring

Jonas Florinus

Former Chief Operating Officer – Retail Banking

SEB Group

Adam Jacobsen

Customer Experience Director

Tryg

11:10
Refreshments

Session Two: Building a better picture of your customers

11:40
‘Times they are a-changing’: how disruptive innovation impacts insurance and CX
  • What are the three main sources of disruptive innovation in the industry?
  • How can we mobilise to meet and capitalise on disruptive innovation
  • Case study: establishing relationships with millennials on their terms, not ours
Kim Wikan Barth

Head of Brand & Customer Experience

Gjensidige Forsikring

12:00
Uncovering fresh insights from your data
  • Assessing the challenges of data analytics and the ways to overcome them
  • Building a better picture of customer behaviours: the right questions to ask
  • Is the segmentation of customers achievable? How can this affect customer experience?
  • How can data analytics help you map customer journeys more accurately?
Gry Lichtbach

Head of Analytical Decision Support

Nordea

12:20
Using analytics to drive customer experience transformation
  • What data do FS organisations need in order to provide excellent customer services?
  • How should data be collected and analysed to achieve optimum results?
  • Will customers be receptive to Big Data analytics? How can their privacy be protected?
  • Best practice: analytics lessons to learn from other industries
Mabel Moya

CRM Manager

Altibox

12:40
Questions
13:00
Lunch

Session Three: Creating simple and frictionless customer experiences

14:00
Delivering an effortless customer experience
  • Identifying the points of friction in the customer journey
  • Exploring the impact of digital: the challenges to integrating online and offline channels 
  • What are the barriers to frictionless CX and how can they be overcome?
  • Best practice: lessons to learn from other industries in delivering effortless experiences
Elizabeth Strand

Head of Customer Experience, Digital Services, Commercial

If P&C

14:20
Delivering consistent communication across an array of channels
  • How can we ensure online and offline experiences are seamless?
  • What can be done to lower the impact of regulation changes?
  • To what extent can e-signatures accelerate the execution of complex transactions?
  • How can frontline staff be empowered to deliver personalised and faster processes?
Anders Dyngbo

Nordic Enterprise Manager

GMC Software

14:40
Looking at the bigger picture: lessons from customer journey mapping
  • Assessing the customer journey from onboarding onwards
  • What are the factors for success in an omnichannel environment?
  • Thoughts on NPS and other metrics?
Marc Hinnenberg

Director, Marketing and Customer Experience

Aktia

15:00
Questions
15:20
Refreshments

Session Four: Taking customer engagement to the next level

15:50
Peer-to-peer discussion

Exploring the potential of financial services in delivering superb customer experiences

To encourage the exchange of best practice, delegates will now have the chance to discuss the challenges and solutions in delivering personalised and seamless experiences for customers. After twenty minutes, a nominated spokesperson from each table will feed back to the Chair the conclusions from these discussions. Questions could include:

  • What needs to be done to ensure consistent, personalised experiences across channels?
  • How can we comply with data protection laws, whilst providing personalised services?
  • Alongside personalisation, what else can be done to create loyal and happy customers?
  • Best practice – where should we be looking to for CX inspiration?

Session Five: Seamless CX – uncovering the challenges and discovering the solutions

16:30
Panel discussion

Consolidating customer journeys across channels

In this session, delegates will vote on their mobile devices on a variety of questions relating to the developments in omnichannel strategy in 2016 and beyond. Results will be relayed to our panel of industry experts who will discuss the implications. Topics to be discussed will include:

  • How successful have financial services been in implementing an omnichannel strategy?
  • How can a seamless omnichannel experience help streamline customer journeys?
  • How can silos be broken down to achieve excellent customer experience?
  • Legacy systems: how will this challenge be overcome and when?
  • What are the challenges to ensuring consistency across channels?
  • To what extent can seamlessness be achieved without full channel integration?
  • Is the omnichannel approach already outdated? If so, what next for financial services?
Tobias Lund-Eskerod

Head of CRM & Customer Development, Nordic

Gjensidige Forsikring

Harri Nieminen

Service Design Team Leader

OP Financial Group

17:00
Chair’s closing remarks and end of day one
Peter Nordgaard

Associate Professor, Executive Finance & Economics

AVT Business School

Tuesday, 15th March 2016

09:30
Chair’s opening remarks
Peter Nordgaard

Associate Professor, Executive Finance & Economics

AVT Business School

Session Six: Empowering staff to deliver extraordinary customer experience

09:35
Building a truly customer-centric culture
  • What can you do to encourage staff to provide the experience customers expect?
  • Empowering staff with the right tools and information to deliver excellent experiences
  • Do financial services need to be staff-centric before they can be customer-centric?
Adam Jacobsen

Customer Experience Director

Tryg

09:55
The next generation of front-line staff
  • What role will front-line staff take in an increasingly digital age?
  • The changing role of the call centre: how will they fit into the digital landscape?
  • How can staff be equipped with the skills and tools to be sophisticated advisers?
Maria Christofi-Johansson

Director, Customer Service

Avanza Bank

10:15
Questions
10:25
Refreshments

Session Seven: Using customer feedback to redesign customer experience

10:55
Gathering and deploying truly useful customer feedback
  • NPS, CES, CSAT: which metrics are the most useful indicator of customer experience?
  • The right metrics for the right channels: generating an accurate picture of user experience
  • Are metrics the best way of measuring customer feedback? What are the alternatives?
  • Social media: accessing real insight into customer impressions of your organisation
Susanne Gloudemans Grenz

Senior Customer Insight Manager

Trygg-Hansa

11:15
Questions

Session Eight: The future of customer experience in financial services

11:20
Interactive panel discussion

The evolution of customer experience in the Digital Age

In this session, delegates will vote on their mobile devices on a variety of questions relating to the potential of technology and digital services to transform financial services, and how this will relate to customer experience. Results will be relayed to our panel of industry experts who will discuss the implications. Topics to be discussed will include:

  • Is a complete transition to digitalised services the future: how will customers respond?
  • Will traditional metrics be a sufficient measure of customer experience in the digital age?
  • Harnessing the potential of social media: transforming it into an effective sales channel
  • The ‘Internet of Things’: can it offer a transformative customer experience?
  • Ensuring that digital platforms are not technology driven, but user driven
Ragnheiður Agnarsdóttir

Vice President Private Service and Marketing

Tryggingamiðstöðin

Etienne Yuan

Head of Digital

Ikano Bank

Susanne Gloudemans Grenz

Senior Customer Insight Manager

Trygg-Hansa

12:10
Lunch

Session Nine: Driving customer engagement

13:25
Telematics: putting customers in control of their insurance
  • How can insurers avoid becoming ‘Big Brother’ in their use of telematics? 
  • Black box insurance: personalising car insurance solutions for customers
  • Combining telematics and gamification: engaging customers positively with insurers
Paul Middle

Global Telematics Partnering Director

RSA Group

13:45
Case study: TM Insurance

Taking customer engagement back to basics

In this age of digitisation, one of Iceland’s leading non-life insurer’s, Tryggingamiðstöðin (TM Insurance) has taken a step back from technology and is instead engaging with customers in a more traditional manner. Free interactive courses which target specific customer segments, such as young drivers or expectant families, are provided by TM Insurance with the aim of building a more positive, frequent and assertive relationship with their customers.

Ragnheiður Agnarsdóttir

Vice President Private Service and Marketing

Tryggingamiðstöðin

14:05
Nurturing an online community to drive customer engagement
  • How can active customer communities improve CX in financial services? 
  • Online ‘families’ – encouraging customers to help customers
  • To what extent does the sense of belonging to a community increase customer loyalty?

Pontus Frohde

Chief Operating Officer

FundedByMe

14:25
Questions
14:40
Chair's closing remarks and end of conference
Peter Nordgaard

Associate Professor, Executive Finance & Economics

AVT Business School

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Who attends? 

Attendee breakdown


20:20 Customer Experience: Financial Services Nordics regularly attracts over 120 senior industry professionals from across the Nordic region and beyond. Companies registered to attend in 2016 include:

  • Aktia Bank
  • Altibox
  • Avanza Bank
  • AXA Group
  • Berlingske Media
  • CGI Group
  • Danske Bank
  • Euroclear
  • Fennia Group
  • FundedByMe
  • Gjensidige Forsikring
  • If P&C Insurance
  • Ikano Bank
  • Jyske Bank
  • KNIF Insurance
  • Købstædernes Forsikring
  • LB Forsikring
  • Nordea Bank
  • OP Financial Group
  • Popermo
  • Raiffeisen Bank
  • Resurs Bank
  • RSA Group
  • Santander Consumer Bank
  • SAP
  • SEB Group
  • Societe Generale
  • TIA Technology
  • Tryg
  • Trygg-Hansa
  • Tryggingamiðstöðin
  • UniCredit Group

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