Customer Experience in Financial Services Virtual 2021

Attendees are challenged to schedule a 15-minute 1-2-1 video meeting with another random online attendee via the platform meeting feature and discuss one of the following questions: 

• As a banking customer yourself, what would you like from your financial services provider?
• Tell me what you wish were different about the current CX approach in the industry?
• What kind of innovation would transform how your customers interact with your organisation? 

It’s a great way to break the ice, gain some insight, and make new connections!

• Putting the spotlight on rapidly evolving distribution models and next-era customer expectations post-Covid
• Comparing strategies to create a personalized customer experience across financial markets – how do workplace pensions differ from retail savings and insurance when it comes to client needs?
• Identifying which customer journey touchpoints should be digital versus human in the long-term
• Addressing the key trends driving pensions, from ethical investments to data insights and engagement initiatives

• Hear about the latest initiatives in open banking innovation, from innovative payment systems and ID verification to digital propositions
• Unpacking the major regulatory challenges with open banking models and data sharing in the UK and beyond
• Exploring the key players in this area and emerging commercial models to monetise customer outcomes
• Assessing the future of the banking landscape, and how governments, the financial sector, and other industries can realistically create an open finance society for customer convenience – what are the major barriers to achieve this?

• Looking at where FinTech and challenger banks have the edge over traditional banks in meeting next-generation customer needs
• Asking whether competition between FinTech and mainstream banks is healthy or distracts the latter from steady growth
• Recognising that FinTechs’ strengths come from emerging in a different ecosystem to that of the traditional financial institution – are these two separate spheres with different customer bases?
• Assessing when it’s right for banks to take the plunge and collaborate with FinTechs to benefit both parties and power innovation in banking

• Presenting best practices in customer journey transformation through agile working
• Cross-functional and client-centric: how to ensure the customer journey has input from design, compliance, and technical teams and represents the voice of the customer
• Exploring how to look at the bigger picture and truly elevate the value proposition for clients to stay relevant
• Offering real world examples of customer centric digital initiatives, such as modernizing the mobile banking app

• Enhancing the personalized digital customer experience through online banking, chat platforms and mobile applications
• Showcasing how client conversation via Chat and app provides a great opportunity to improve experience and reduce cost to serve
• Comparing Mobile UI versus chat dialogues and how to deliver a positive customer journey
• Looking at how to retain the human touch in automated banking technology

• Defining the limitations of using reactive data to inform a CX strategy, looking at weaknesses in post-transaction customer feedback
• Harnessing the power of predictive data analytics, measuring smartphone and interaction data in real-time to generate useful insights about customer preference and behaviour
• Breaking down different types of predictive data and how this can be utilised to paint a picture of the entire customer journey
• Making data science a reality: assessing whether banks should invest in turning data insight into action

• Defining the best scenarios for using digitalized tools to put banking in the customer’s hands versus offering a human service
• Discussing what next-gen and older generation clients prefer in the customer journey – are AI-powered tools suitable for everyone?
• Looking at how client needs differ across the sector from retail banking to wealth management and if the pandemic has shifted the customer and advisor dynamic
• Observing the latest innovation in virtual assistants, AI- powered chat bots, digital advisory tools, and game-changing technology

• Discover the endless possibilities for financial institutions when taking advantage of Big Data
• Data lineage: explaining how to map the data journey to create meaningful insights to turn into action and power data discoverability
• Presenting the concept of data surveillance and how to prevent data loss
• Embedding effective data protection measures into systems and services to protect the customer data and comply with GDPR and other regulations
• Discussing strategies to triangulate Big Data to truly know your customer and have a competitive advantage

• Making the case to enforce customer-centric thinking and cross-functional collaboration in financial institutions to deliver first class customer experience
• Highlighting the benefits of transforming workforce culture through agile transformation and a customer centric way of working
• Unlocking how to measure and improve customer impact with CX Metrics, CX dashboards, and NPS Drivers
• Hear success stories from the CX Hub including behaviour shifting initiatives like the CX Growth Scan, CX Day and The CX Champions League