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.
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:
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.
Measuring customer experience (CX) is vital for organisations aiming to enhance customer satisfaction, loyalty, and business success. However, the world of CX metrics can be complex and overwhelming. This session will hear from a renowned CX expert and thought leader to discuss the art and science of CX measurement.
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.
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.
The journey for banks to evolve their mobile banking properties to match consumer expectations for personalised care has just begun. This presentation will look into how you can achieve the balance of a digital and human touch to create a seamless banking experience for the modern day customer.
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?
Explore the visual aspects of branding and UX design and their impact on CX.
Along with evolving expectations around the customer experience, banks need to align customer-centric transformation with changing regulatory requirements. Consumer Duty a year on and changes to the Payment Systems Regulator (PSR) have significantly reshaped the regulatory framework in the industry. This presentation delves into the intricacies of these regulatory shifts and their profound impact on Customer Experience. Join us for an insightful exploration of how BFSI organisations can successfully navigate these regulatory waters while delivering exceptional CX
With the advent of digitalisation and advancements in technology, neobanks are capitalising on the power of artificial intelligence (AI), machine learning, big data analytics, and cloud computing to provide a range of financial solutions. In this panel we will look to see how traditional banks are also taking gain with emerging technologies or is it neobanks steering the wheel?
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)
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.
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.
116 Pall Mall is a magnificent Georgian building in the heart of London, just moments from some of the city’s most sought-after spots. Opened in 1828, it’s now home to the Institute of Directors.