Customer Experience Exchange for Financial Services

23 - 24 February, 2015

Hilton Syon Park , London, United Kingdom

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The networking was fantastic, the content was rich, this was well executed and definitely a great spend of two days’ Managing Director, Global Head of Client Experience, Barclays

Around the world banking customers are feeling discomfort. They despair at their terms of contract that they can’t understand and bristle at sluggish handling of complaints. This, coupled with legislation changes and the accusations to the industry has shaken customer confidence.

This signals a call to action, a fundamental change in direction if you will. Ultimately this requires a business model that consistently puts the customer at the heart of all activities and decisions.

The Customer Experience Exchange for Financial Services brings together 80 C-level and VPs/Directors of Customer Experience, Marketing and Digital Strategy from across the industry to discuss the practicalities of increasing customer retention and loyalty in this hypercompetitive market.

You will access knowledge from the most advanced companies and people in the field. You can listen to them talk, but through interactive discussions and innovative networking formats, you will also get the answers to YOUR specific questions.

Attend the Customer Experience in Financial Services Exchange along with Europe's leading minds in customer and brand experience from across a range of B2B and B2C financial service organisations, to discuss key issues including:

  • Effectively managing the migration to online and mobile banking
  • Extracting maximum value from social media to ensure a holistic customer experience
  • Gaining a comprehensive understanding of the regulatory environment
  • Implementing appropriate processes and channel strategies to counter changes in consumer behaviour
  • Moving from 'big data' to actionable insight to drive continuous business improvements
  • Embedding customer centricity through effective people engagement, motivation and training
Take a look at the agenda for more insight.

2015 Speaker Highlights

John Lewis
Andrew Murphy
Board Director, Retail
John Lewis
First Direct
Tracy Garrad
CEO
First Direct
MasterCard
Raja Rajamannar
Chief Marketing Officer
MasterCard
Allianz
Ida Luka-lognoné
Board Member, Head of Strategy, Innovation & Market Management
Allianz
Standard Life
Stephen Ingledew
Managing Director, Customers & Marketing
Standard Life
UniCredit
Paolo Barbesino
First Vice President, Head of Internet & Mobile Banking
UniCredit
Deutsche Bank
Bijna K. Dasani
Vice President
Deutsche Bank
The Post Office
Nicholas Kennett
Director of Financial Services
The Post Office
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Paul Wishman
Group eCommerce Director
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RSA
Adam Morghem
UK Marketing Director, Commercial
RSA
ABN AMRO
Gary Hurry
Director of Marketing
ABN AMRO
Financial Ombudsman
Caroline Wells
Head of Outreach & Customer Insight
Financial Ombudsman
Forrester
Joana Van Den-Brink Quintanilha
Senior Analyst
Forrester
American Express
Aaron Suppel
Senior Manager, Digital Marketing Platforms
American Express
HSBC
Donald Carson
Creative Director Digital User Experience
HSBC
The AA
Michael Cutbill
Marketing Director (Former)
The AA

Customer Experience Exchange for Financial Services Photo Gallery


  • Dummies Guide: Selling to Heads of Customer ExperienceDummies Guide: Selling to Heads of Customer Experience
    Customer Experience is the differentiator that large financial services organisations are using when seeking to gain competitive advantage whilst regaining trust. But the critical problem these organisations are facing is not knowing which solutions and technologies to choose from. They are continuously bombarded with the same sales message - so much so that they cannot differentiate between one offering and another!

    The Dummies Guide: Selling to Heads of Customer Experience, is a guide for solution providers focusing on what Customer Experience professionals are actually looking for, both in terms of their customer solutions technology, and more importantly in terms of the vendor relationships they wish to foster.
  • Forrester: Financial Services Firms Must Demonstrate Customer Advocacy In Every Interaction
    "If You Want Loyal Customers Don’t Waste Their Money Or Their Time". 


    Forrester Research will be presenting at the Customer Experience Exchange for Financial Services, and to give you a sneak preview, Forrester has shared this excerpt from its December report, “Actions Speak Louder Than Words When It Comes to Customer Centricity” written by VP and Principal Analyst, Megan Burns, for you to enjoy. A must read!
  • Understanding Customer Experience Leaders' with the Financial Services sector Top 10 Investment Priorities for 2015 and Beyond
    Ahead of the Customer Experience Exchange for Financial Services, we surveyed our elite group of customer experience leaders attending the event to understand their biggest customer experience challenges, and which tools and solutions they plan to invest in over the next 12 - 18 months to build customer trust and drive profitable growth with a holistic customer experience strategy.
  •  Customer Experience for Financial Services Industry Report Customer Experience for Financial Services Industry Report

    To better understand where the customer management for financial services market is headed, the Customer Management Exchange Network examined the primary challenges facing Chief Customer Officers, VPs and Directors of Customer Experience from leading UK & European retail banks, commercial banks, insurance providers, credit card agencies, consumer lenders and regulators