Customer Experience in Financial Services 2022

• Breaking down traditional barriers and strategies to enhance the customer experience
• Recognising the changing customer behaviours and interactions with finance and insurance products
• Combining the power of behavioural data and innovation to further understand consumer preferences
• Incorporating customer-centric strategies while transitioning call center services to digital and web-based platforms; how can we ensure no customer gets left behind?

• Modernize your client interaction management with a secure, onestop interaction workflow platform
• Building a onestop hub to manage your complete client life cycle in banking across account onboarding, account servicing, and exception handling
• Rethinking today’s costly, inefficient, and fragmented client engagement model, which requires significant manual intervention
• Streamline client business processes across your finance firm and orchestrate each step of your workflows to fast-track client business

• Combining the human touch with technologies such as chatbots and voice recognition to create a smooth and seamless customer journey
• Automating data sourcing and lead enrichment for improved predictive modelling and customer reach
• Using the Omi channel path to provide a unified user experience
• Implementing internal strategies to organise and focus the organisation when implementing new platforms
• Looking at the upcoming trending tech in CX in banking such as Whatsapp, voice tech and more

Nuance conversational AI solutions for the finance industry deliver intelligent, consistent omnichannel experiences across the customer journey, assisting financial institutions in converting and retaining more customers, providing more support to agents, and preventing more fraud.

• Understanding how vulnerable customers play into CX journeys and designing products for inclusivity
• Exploring the different aspects of vulnerability, the different capabilities and the need to create meaningful consumer experiences
• Incorporating a larger social cause and tailoring services to a customer’s lifestyle
• Taking inspiration from innovators and emphasising the need for the financial industry to become more financially inclusive

Thomas Girling, Head of Regulated Advice, Skipton Building Society

Heather Hearn-Poole, Digital Experience Lead, RBS International

Natalie Fuller, Head of Customer Experience and Communication, Cashplus

Reserved for Sponsor – Moxo

• Unleashing the potential of digital, cryptocurrency and blockchain in banking
• Do we need to prepare for a completely virtual world in light of new generational needs and emerging technology?
• Where does the bank fit in the metaverse and this new decentralized world?
• Exploring why banks must participate in the reality of virtual banking or risk being left behind
• Will the British pound continue to exist in the future?

With the world becoming increasingly digitalized and the financial industry adapting to customer needs and implementing cutting-edge technology, how can value be added as an individual organisation?

How different are we if take away logos and branding?

This interactive session will present five innovative and exciting ways for organisations across the finance sector to differentiate themselves and add maximum value for customers

• Enhancing the financial sector through inclusion both in the customer journey and in talent acquisitions
• Exploring how banks can support customers further and enable better social mobility
• Putting customers at the heart of your business, leading by example and making the correct social decision

• Delivering seamless and personalised tailored customer journeys
• Exploring the impacts of the pandemic: What has the finance industry learnt?
• Using data-driven decision making to turn customer insights into action
• Navigating customer-centricity in more complex financial products such as mortgages: what does the future hold?
• Learning from others; how can we boost the customer journey by looking outside the industry

• Adopting a data-driven approach to banking’s digital transformation and successfully applying change management techniques
• Emphasizing the operational departments’ strategic objectives and demonstrating successful strategies for creating operational resilience
• Examining risk management and prevention techniques from a regulatory and corporate standpoint
• Adhering to upcoming policies and regulations: what can we do to prepare?

• Exploring what banks are doing globally and what can we learn from this
• Navigating cryptocurrency and blockchain in everyday banking and looking at how this technology may impact the world of finance
• Presenting global case studies and looking at the key themes
• What does the future of blockchain and cryptocurrency look like?

• Creating concrete value for your company and consumers through next-level customer service and reinventing innovation
• What do modern banking customers expect, and how will this change in the future?
• Becoming more open and collaborative as an organisation and creating digital platforms that are relationship-based
• Moving forward: Designing platforms that meet customer and regulatory requirements

• Providing effective automated climate change incentives through a simple customer journey
• Using behavioural science to provide positive reinforcement to customers, such as the FOG behavioural theory and the nudge theory
• Displaying apps and innovations that show customers the impact of their transactions and purchases on their carbon footprint
• Transitioning to net-zero and investigating the roles that the industry can play in combating climate change
• Ensuring that ESG strategies are in place to meet consumer and communities expectations; can we incorporate this in financial education?

Vinita Ramtri, Global Head – API Standards and Governance, HSBC

Ben Mitchell, Director of Savings, Tandem Bank

Oli Cook, CEO & Co-Founder, ekko

Available for Panel Sponsor

• Getting up to speed on the current and upcoming evolution of Fintech’s disrupting the market in 2022
• Exploring the modern ecosystems; What can traditional banks learn from Fintech’s?
• Unleashing the benefits of collaboration for both Fintech’s and traditional financial institutions and showcasing why collaboration can be critical
• Considering the long-term consequences of failing to embrace new customer experience innovation strategies

• What is the industry doing to help change lives and become more sustainable
• Exploring methods of measuring value in sustainable banking
• Taking a customer-centric approach and putting the customer at the center of business decisions
• How can the banking industry genuinely make a difference to customers?

• How do you break free from old habits and systems?
• What are some creative business models to consider?
• What steps must you take to foster a culture of long-term innovation?
• Promoting well-being and assisting efforts to keep employees engaged and upbeat in both the real and virtual worlds
• Overcoming cultural obstacles while delivering transformational change and showcasing examples of a 4-day working week

Paul Trotter, Deputy Chief Technology Officer, Atom bank

Vikki Williams, Chief Customer Experience Officer, Starling Bank

Available for Panel Sponsor

• Building and leading high-performing teams to improve consumer experience
• Gaining a better knowledge of what customers want and boosting the relevance of brands to customers
• Maintaining meaningful client interaction and expanding sales opportunities are key touchpoints

• Creating intuitive customer journeys that are guided by a variety of customer needs
• Constructing a 360-degree view of customers when implementing digital journeys and technology
• Assessing self-service consumer journeys and exploring the danger of increasing automation in finance
• Looking to the future and digging deeper into consumer requirements: Is it possible to make all customer groups happy?

• Overcoming cultural challenges while delivering transformational change and addressing economic challenges
• Adapting to rapid and unexpected changes and preparing the workplace for the unknown
• Driving collaboration to stay ahead of the competition and achieve corporate and team goals