Master insightful loyalty and retention strategies: elevate customer engagement, optimise experiences, and boost retention rates
- Craft flexible loyalty schemes, rethinking renewals, points, exclusive clubs to enhance brand loyalty and supercharge purchase frequency
- Harness AI and cutting-edge tech to personalize experiences, engaging customers and boosting
retention
- Capture and leverage key data to show intent, engagement, demographic for CX enhancement,
customer retention, and increased acquisition rates
Breaking down digital dynamics and meeting the needs of all customer demographics
- Creating intuitive customer journeys that are guided by a variety of customer needs
- Construct a view of customers when implementing digital journeys
- Assess self-service consumer journeys and exploring the danger of increasing automation in finance
- Look to the future and dig deeper into consumer requirements- is it possible to make all customer
groups happy?
Where is the tech industry going in 2025?
- Will transitioning to a technologically focused business model help?
- To what extent will virtual reality be a powerful development in digital interactions within financial
services?
- What future looking technology should we be on the look out for?
- Discuss what should be in our tech stack to prepare us for transformation
Panel: Rethinking UX design for 2024-2025
- Answer top industry UX questions,
- Should we be actively striking the balance between hybrid, digital, and human designs?
- How do we positively portray our brand personality into UX design?
- Is it possible to have a unique UX design?
- How do we communicate to the customer through the brand voice?
Reshaping contact centres as the future of the workforce
- Analyse how evolving and emerging technology will affect, shape, hinder, or support the work of
contact centre agents
- Identify the skills and attributes that the future contact centre workforce will need
- Discuss the environments and cultures that can or should support the future contact centre
workforce
Keynote: Redesigning the realities of traditional bank goals: how to be a traditional bank with a start
up mindset?
- Discuss how a start up mindset can revolutionise CX and UX operations in the financial services
- Identify key approaches to shift to an innovative and ambitious decision making strategy
- Answer the question: how can we be daring in a highly regulated industry?
Keynote: Deploying AI for practical use in financial services
- How do we use AI and automation to drive high quality customer experience?
- Discuss best use cases such as chatbots, personalised product recommendations, fraud detection,
and onboarding
- Examine implementation considerations needed before transforming your business
Keynote: Encouraging customers to become more sustainable in finance
- Do customers understand the role of ESG in financial services, and what can we do to educate
them?
- Where are we in our sustainability goals?
- How do we measure our customer’s sustainability goals, and what role do these goals play into our
own?
Keynote: Putting the focus on customer outcome: delivering feedback to innovate future strategy
and retention
- Discuss opportunities within customer outcome to prioritise your customer’s needs and CX
- How should we approach assessing outcomes as opposed to experience?
- Answer the question- is it the CX team’s role to deliver customer outcomes?
Designing a unique CX vision for 2025
- Discuss initiatives to build momentum for unique client experiences
- Define aspirations and the goals for your clients to deliver unique experiences
- How do the overall capabilities of the staff support the CX the company wants to provide?
- Examine the role emerging technologies have on delivering personalised and distinct
experiences
Reforming your organisation’s EX structure for the benefit of CX development
- Discuss the interdependency of EX, CX, and UX, and its impact on your organisation
- Examine initiatives to shift employee mindset through relationship management
Keynote: Master insightful loyalty and retention strategies: elevate customer engagement, optimise
experiences, and boost retention rates
- Craft flexible loyalty schemes, rethinking renewals, points, exclusive clubs to enhance brand loyalty
and supercharge purchase frequency
- Harness AI and cutting-edge tech to personalize experiences, engaging customers and boosting
retention
- Capture and leverage key data to show intent, engagement, demographic for CX enhancement,
customer retention, and increased acquisition rates