2nd Annual CX NXT – Customer Experience BFSI Summit, London
3rd Global Edition | 10th July 2024 | etc.venues St Paul's, London
ABOUT THE EVENT
Banking, financial services, and insurance firms have reshaped their customer relationships as digital services become increasingly prevalent in our daily lives, influencing the way they interact with customers.
The banking industry overlooked customer focus, prioritising a product-centric approach. Banks now recognise the importance of developing enhanced services and products that meet customer needs.
WHAT TO EXPECT AT THE CX NXT BFSI SUMMIT
Industry Insights: Gain deep insights into the current state of the market, emerging trends, and customer expectations in the UK’s banking, financial services, and insurance sectors.
Best Practices and Strategies: Learn from CX pioneers and industry leaders about best practices, innovative strategies, and successful case studies in elevating CX in the industry.
Networking Opportunities: Connect and engage with industry peers, experts, and potential partners, fostering meaningful relationships and collaborations.
Actionable Takeaways: Acquire practical, actionable strategies and tools to overcome challenges and transform CX initiatives within your organisation.
Thought Leadership: Interact with renowned thought leaders and participate in insightful discussions, gaining valuable perspectives on industry trends and future directions.
NEED A COMPELLING REASON TO ATTEND?
What’s next in customer experience (CX)?
Learn from leading brands and thought leaders and gain valuable insights into various industries and emerging technologies and more in the CX arena.
Optimizing your customer experience strategy
Build trust and differentiate your brand to remain the most resilient in these tough market times. Understand personalised CX to better meet your customer needs.
Evaluating technology trends
Discover which technology solutions will accelerate your organisation’s digital CX capabilities.
Establishing CX within your business
Being able to quantify CX within your organisation to help illustrate the relevance of supporting the customer needs.
Speakers
Deutsche Bank
Capify
Moneycorp
Barclays
XM Coach
JP Morgan
Cashplus Bank
Kantar
ByMiles
Merkle
Ipsos
Tapoly
YuLife
ClearBank
Barclays
MyPocketSkill
Mettle NatWest Group
The Henley Centre for Customer Management
Salesforce
Vonage
Finkr (Former HSBC)
HSBC
Kantar
Raiffeisen Bank International AG
CCMA
Agenda
XM Coach
In today's digital world, convenience reigns supreme. But when it comes to building lasting customer loyalty can it substitute for the human touch?. This session explores how financial businesses can leverage the power of empathy, delivered through both digital and human interactions, to create a seamless customer experience that fosters trust and satisfaction.
- Understanding Customer Needs: Why automation is valuable, but human interaction becomes crucial for complex issues.
- The Empathy Trigger: What prompts customers to seek out a human connection for support
- Building Loyalty Through Empathy: How to leverage both digital and human interactions to create a customer-centric experience that keeps them coming back for more
The Henley Centre for Customer Management
At the heart of transformation in today’s fiercely competitive European banking landscape lies a critical imperative: customer obsession. It’s no longer sufficient for organisations to merely understand their customers’ banking needs; they must now venture into the depths of their goals, aspirations, and challenges.
- What the Digital Transformation journey in BFSI means for marketing
- Sentiment analysis and customer Insights: How ML&AI can analyse solicited & unsolicited feedback to gain deeper, more actionable insight
- The role of data analytics in personalising customer experience
Ipsos
Tapoly
Finkr (Former HSBC)
Raiffeisen Bank International AG
You’ve heard the promise of AI, maximising your ROI is a different story. Explore how to seamlessly integrate data, AI, and automation into every part of your customer journey, to reduce costs and increase productivity — while delivering personalised financial experiences. We’ll share strategies our customers are using to yield more deposits, improve service engagement, and prepare for the future.
Salesforce
The need to build out, deploy and constantly adapt advanced fraud protection while maintaining the customer experience on the channels they love is in demand more now than ever before. Learn how to safeguard your business from cyber fraud attacks, real-world examples of personalised frictionless engagement across voice, video, verification, and messages — with the latest technology solutions that support it.
Vonage
Banks have to undertake a deeper analysis if they want to accommodate customers’ preferences. This panel will explore more on how the BFSI sector is accommodating more personalised experience to connect with customers and how embedding AI into products can enable a more personalised customer experience.
- Best practices for collecting and analysing customer data
- Applying personalised experiences that accommodate all generational needs
- Implementing AI and machine learning for predictive recommendations
- Case studies of successful personalisation initiatives in BFSI
ClearBank
Barclays
MyPocketSkill
Finkr (Former HSBC)
HSBC
Rewards and loyalty programs have evolved into a battleground of competition in Financial Services - but they are no longer enough. Discover firsthand how the innovative fusion of gamification, behavioural science, and rewarding strategies led to a Net Promoter Score (NPS) of 84, while achieving unparalleled customer retention and engagement in the Insurance industry.
YuLife
In today's tech-driven landscape, where industry leaders like Netflix, Amazon, and Google set the bar for customer experiences, a bank’s or financial service firm’s ability to deliver exceptional service is paramount. In the BFSI sector, achieving a flawless digital journey, adopting an omnichannel strategy, and providing personalised interactions is imperative. But it's easier said than done! Michelle will be taking a closer look at:
- The evolution of BFSI compared to digital natives
- What is the importance of data underpinning customer experiences
- Understanding company culture
- Looking outside in - using tools and techniques to drive CX
- Measures of success – what matters most to customers
Mettle NatWest Group
In this session, Rob and James will discuss the 2024 results, including what’s important to buyers now, what’s changing over time and how FS brands can respond.
- What decision drivers make the biggest difference between winning and losing for FS brands in 2024, including some significant changes from previous years
- Where FS brands and buyers disagree about what brands are doing well in the buyer experience
- Where you can make changes to have the biggest impact on shortening the buying process
- What changes you can make to channel and message to reflect changing buyer priorities
The Superpowers Index represents a landmark in FS buyer research: a rigorous study, steadily built up over four years, consistently asking FS buyers about their buying experiences and connecting that insight to business impact.
Merkle
Branding & UX Design: The Visual Elements of CX
Explore the visual aspects of branding and UX design and their impact on CX.
- The role of branding in shaping customer perceptions
- Design principles for creating user-friendly digital interface
- Case studies of successful branding and UX design strategies
Deutsche Bank
Fin-tech or fin-human: Where should banks invest in their experience?
Where should banks focus their investment? Cutting edge tech or good old fashioned customer service?
Traditional banks have made great strides to improve their digital services in the past three years, pushed along by a now established set of Fintech players.
However, Fintechs have not yet replaced the traditional bank for many customers, rather supplementing the cards already in their wallet. With so much choice, customer perceptions towards their banking providers has shifted.
But not in the way we might expect. We will explore what matters most to customers in their choices of banking provider, and what Fintechs and traditional banks might learn from each other.
Kantar
Kantar
Few topics generate such passion as bad customer service. Tales of poor experiences resound through the nation's dinner tables, social media and newspapers. What is driving this sentiment? And what are the implications for customer service and CX professionals? The answer may not be what you expect.
CCMA
With AI becoming increasingly essential in customer contact, let's talk about how this shift affects those working in contact centres. How can we create an environment that brings out the best in both our skilled professionals and the cutting-edge technology we use?
Moneycorp
ByMiles
CCMA
Everyday we are closer to having available the technology to achieve superior levels of automation with “human like” levels of product and service customization to each customer needs, behaviours and context. Nevertheless, most large companies struggle to transform their businesses to achieve state of the art outcomes based on AI. The challenge is far beyond capex and we’ll deep dive into the key success factors to achieve a transformation based on AI and deliver a hyper-personalised experience to your client while streamlining your delivery model.
JP Morgan
Join us for an insightful panel discussion where industry leaders and experts explore the intricate journey of validating Return on Investment (ROI) within the realm of Customer Experience (CX)
- Metrics that Matter. Identifying and prioritising key performance indicators (KPIs) crucial for measuring CX impact.
- Insights from CXOs on aligning metrics with overall business objectives.
- Financial Lens on CX: Perspectives from CFOs on quantifying the financial impact of CX initiatives.
- Balancing short-term gains with long-term customer loyalty for sustained financial success.
- Strategic Marketing Alignment: CMOs' insights into aligning CX efforts with marketing strategies for maximum impact.
- Leveraging customer experience as a competitive differentiator in the market.
Capify
Barclays
XM Coach
As Richard Branson says, “Loyal employees in any company create loyal customers, who in turn create happy shareholders.” Hear from an industry expert who will echo this statement and explores how talent shapes a brand’s CX offering, including the various ways they support employees and how that support translates to customer engagement, empathy, and trust.
Cashplus Bank
Past Sponsors
Strategic Sponsor
Partner
Silver Sponsors
Partner
Partner
Partner
Panel Sponsors
Partner
Media Partners
Partner
Partner
Partner
Partner
Past Sponsors
Partner
Partner
Partner
Partner
Partner
Partner
Venue
etc.venues St Paul's
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Sprinklr is a comprehensive enterprise software company for all customer-focused functions. With advanced AI, Sprinklr’s unified customer experience management (Unified-CXM) platform lets organisations offer human experiences to every customer, every time, across any modern channel.
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Brandwatch enables businesses to build and scale the optimal strategy for their clients with intuitive, use-case-focused tools that are easy and quick to master. Bringing together consumer intelligence and social media management, the company helps its users react to the trends that matter, collaborate on data-driven content, shield the brand from threats and manage all the social media channels at scale.
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Salesforce-owned Tableau is an AI-powered analytics and business intelligence platform, offering the breadth and depth of capabilities that serve the requirements of global enterprises in a seamless, integrated experience. Marketers can utilise generative AI models, AI-powered predictions, natural language querying, and recommendationsons.
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Adobe Experience Cloud offers a comprehensive set of applications, capabilities, and services specifically designed to address day-to-day requirements for personalised customer experiences at scale. Its innovative platform has played an essential role in managing different digital content or assets, to improve customer happiness or satisfaction. Some of its products include Adobe Gen Studio, Experience Manager Sites, Real-time CDP, and Marketo Engage.
