Customer Experience in Financial Services 2023

• 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 Omni 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

• Microsoft alongside Nuance and their ecosystem of partners have had a front row seat helping many of the world’s leading FI’s deliver CX innovation and then helping them scale those investments to generate tangible value
• In formulating its own strategy for how to best serve the industry with solutions ready to serve customer and institutional needs both now and in the years to come, several conclusions have been drawn about what important now and what will be in the near future
• This short session seeks to round out our morning session by sharing those insights through the lens of some of those customer innovations, and importantly highlighting the rationale that’s driving them

• 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

• How important is Customer Experience?
• What improvements do wealth firms and clients expect from digital transformation?
• Current challenges
• What can wealth managers achieve? A case study

• Exploring the synergy between banking transactions and interaction transactions
•  Highlighting effective educational techniques within CXFS for blockchain and innovation
• Navigating the importance of finding the right balance of automation
• Do we need to prepare for a completely virtual world in light of generational needs and emerging technology?

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

Learn how Coutts, Fidelity, Nationwide used their Voice of Customer program to deliver better financial outcomes for their customers.

Through real-life examples, experts from Medallia will share how leading Financial Services deliver customer-centric programs, better understand customers, solve problems, influence decisions, and create financial value.

• 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

• See why digital native banks have an edge in acquiring and retaining customers
• Get best practices to supercharge your user experience decision making
• Understand customer friction and opportunities for better digital journeys
• Improve operational efficiency and customer engagement

• 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

• Hear how you can efficiently and securely find, share, and collaborate on critical business information with internal and external stakeholders
• Discover how the powerful, M-Files’ metadata-driven document management platform provides embedded search, access, and collaboration capabilities, enabling an easy-to-use and secure “single source of the truth” portal for employees, clients, and contractors.
• Learn how you can operate more efficiently and improve stakeholder satisfaction with built-in security and compliance.
• This is an interactive session with prizes to be won

• Understanding operational agility, its importance to enable process improvement for your organisation and hence client journeys
• Why transaction cycles matter, adapting a data-driven approach to digital transformation to improve your operational backbone
• How smartsourcing and building external strategic partnerships can enable firms to transform and improve client experience
• Concentration risk and how to manage it effectively when building high performance teams to deliver key business outcomes
• Utilising scenario planning and stress testing to inform business resilience strategies and protect overall client experience

• 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

• Starting out correctly: providing the necessary foundation for every CX project
• Increasing your funding: guaranteeing funding for CX projects, AND a positive end result
• Building an army: using technology to drive a companywide CX-first culture change
• Beyond understanding: the critical next step for CX teams

• 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?

We all know the importance of getting the correct document from a customer to complete many processes. From proof of ID’s, proof of residence and earnings, through to them completed both online and offline application forms.  If something is wrong with the shared documents this holds up the process, and more importantly create delays and additional costs to you.

In this 15-minute session we will explore how leading companies are providing a “digital gatekeeper” where documents uploaded are automatically validated in real-time.  If a document is incorrect, or a form has not been completed or signed, the customer is informed immediately.  This improves the CX as customer’s know they have given you the correct information from outset, whilst you benefit by completing the transaction without additional downstream costs

• 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

• Experience design isn’t a guessing game, there is a science to it
• Learn how a combination of neuroscience and behavioural economics with experience design, can help organisations understand and positively influence customer behaviour
• We’ll bring this thinking to life with real life examples from in and outside your industry, driving both customer experience and business impact

• 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

• How to focus on maximising scalable and sustainable business growth​ through the Revenue Operations model
• The challenges to growth and why transformation is imperative to business success
• Have you weighed up the costs of investment vs inaction?
• How to deliver CX that brings your customers back for more

• 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

• Moving beyond traditional B2B models; how has digitisation altered business transactions?
• Using digital innovation and technology to maintain brand loyalty and build client relationships
• Creating visuals to capture the client’s imagination and increase strategy focus

Attempts to deliver great customer experience improvements across multiple, silo’d, agile delivery teams, can be fraught with misadventure, politics, stranded costs and burnt-out teams. This spotlight session will share some insights from designing and delivering CX improvements that have driven up NPS and conversions and driven out costs.