Resource Library

Welcome to the Customer Experience Exchange for BFSI Resource Library. Here you will find up-to-date thought leadership content from CX leaders within Banking, Financial Services and Insurance as well as key Exchange information.

Brochure

CX BFSI 2020 Show Report

Gain insight into CX BFSI with the 2020 Show Report. This year (2020) we celebrated the 9th Anniversary of CX BFSI and did things a little differently; virtually!After eight months of lock-down across Europe and the world, on the 16th and 17th November 2020 we had the pleasure of bringing...

Featured Content

CX in Financial Services | A report by Genesys

In this report, we examine how financial services organisations, banks and insurance providers have been transformed by the events of 2020, what implications this has had for those organisations, and what further changes are in store, noting how forward-thinking financial services businesses can prepare themselves. Trends examined include: How financial...

BFSI in the age of the connected customer An industry snapshot by Genesys

This report outlines the biggest customer trends in BFSI today, how organisations in the industry can act and respond effectively to current changes, and expectations for 2021 - where it will take us next.

Genesys Cloud The easy all-in-one contact centre solution for insurers

Customer relationships can be hard. The technology shouldn’t be. Customer experience is hugely important in competitive industries, and the foundation on which the fight for customer loyalty is now fought. But you can’t provide the best customer experiences if your channels and customer data are siloed. The Genesys Cloud solution...

8 Considerations for Exceptional Customer Engagements

An insurance company’s guide to providing truly customer-centric experiencesOver eight chapters, this e-book looks at some of the key things you need to consider when building a digital- and customer-first contact centre – from emerging technologies and approaches to new attitudes and cultures.

Welcome to the age of the connected customer | Infographic on state of Contact Centres in the insurance sector

Did you know? Insurance agent attrition is significantly highly than the BFSI industry average. While salary may be a factor, many agents are underequipped to deliver the meaningful conversations customers expect. Checkout our infographic outlining the state of contact centres specifically in the insurance sector.

Investment Priorities 2020

We surveyed our network of CX leaders within banking, financial services and insurance to discover where they’re investing their budgets over the next 6-12 months. Not only did they outline their immediate investment needs* but also outlined their investment interests in areas they are wanting to learn more about. See...

LivePerson: Conversational AI for Insurance Providers

For several years now, digital-first upstarts and intermediaries have formed bonds with new generations of customers through simpler experiences on preferred channels, eating into the margins of traditional insurance providers. The COVID-19 pandemic has only accelerated the demand for evolution within this industry. In this LivePerson expert guide, we’ll explore...

How VoC Data Has Won NPS Boosts For Zurich Insurance

How Zurich Insurance is using customer insights to accelerate and personalise experiences.There are great benefits to letting your customers do the talking. At Medallia’s London City Tour event, CX Network spoke to Clairy Moraitou, Global Head of Customer Insights and Analytics and Monika Schulze, Global Head of Customer and Digital...

How To Get Your Customer To Fall In Love With You [Monzo]

Customer loyalty is one thing, but brand advocacy is another. Learn from a titan of CX within Banking - Director of Customer Operations at Monzo on how to further improve your customer experience strategy. In turn, learn the secret behind getting your customer to fall in love with you. Here's...

What I Wish I Knew Before Implementing My CX Strategy

Hear from current and previous experts over the years, including:EVP Global, MastercardHead of Operations, AXAChief Customer Officer, iGO4Group People & Culture Director, VirginVP Internet Channels, ING Bank

From the Archives

[Report] Battle of the Banks: The Traditional vs The Challenger vs. The Disruptor

The financial services sector is changing, particularly for banks, constantly struggling to adapt their customer experience strategies to meet the changing demands of today’s millennial customer. We now have the traditional banks, the challenger banks and more recently the disruptor banks – but which banks will last the test of...

[Report] The Evolution of Financial Services: Traditional. Challenger. Disruptor.

The time has come to put your customers at the heart of your business, whether its a traditional, challenger, disruptor model the customer must be at the heart of the business. This report focuses on the customer strategy of brands including; AXA Business Insurance, Direct Line Group, Metro Bank, Atom...

[eBook] Get into the Mind of a Customer Experience Expert – What Does the Future Hold for the Financial Services Industry?

Download this exclusive eBook to learn what CX experts from across the financial services sector have identified as the next big thing in the customer experience world! Featuring exclusive interviews and research this is a must read as we head into 2016 and beyond!

Presentations from the Exchange

CX BFSI Exchange 2020 | Bob Cliff, MD Virtual Channels, Barclays UK

Plenary Presentation from the 2020 Customer Experience Exchange for Banking, Financial Services & Insurance delivered by MD Virtual Channels from Barclays UK.

CX BFSI Exchange 2020 | Closing Panel Session Day Two

Panel Discussion from the 2020 Customer Experience Exchange for Banking, Financial Services & Insurance delivered by Close Brothers, Danske Bank and iGO4.

CX BFSI Exchange 2020 | Derek Wang, CEO, Stratifyd

Plenary Presentation from the 2020 Customer Experience Exchange for Banking, Financial Services & Insurance delivered by Stratifyd's Chief Executive Officer.

CX BFSI Exchange 2020 | Moxie Think Tank

Think Tank: Paving the Way for Digital Success at PTSB Jeremy Curtin, Head of Digital User Experience, PTSB Session hosted by Moxie

CX BFSI 2020 | Lance Gruner, EVP Global Customer Care, MasterCard

Keynote Plenary Presentation: From Party Crasher to Honored Guest: Becoming the Customer-Centric Champion of Your Organisation Needs

CX Exchange BFSI 2020 | Senior Director, Partner Solutions, Blue Prism

Plenary Presentation from the 2020 Customer Experience Exchange for Banking, Financial Services & Insurance on 'Intelligent Automation And The Potential Of A Wider Ecosystem', delivered by Blue Prism's Senior Director of Partner Solutions, Michael Christoforou.

CX Exchange BFSI 2020 | Associate Director, CX Strategy, comparethemarket.com

Plenary Presentation from the 2020 Customer Experience Exchange for Banking, Financial Services & Insurance on 'The Behind The Scenes Story Of A 6 Million Downloads App', delivered the comparethemarket.com's Associate Director of CX Strategy, Neil Dodd.

CX Exchange BFSI 2020 | Chief Customer Officer, Smart Communications

Plenary Presentation from the 2020 Customer Experience Exchange for Banking, Financial Services & Insurance on 'Transforming Customer Communications Into Engaging Two-Way Conversations', delivered by Smart Communications' Chief Customer Officer, Neil Greathead.

CX Exchange BFSI 2020 | Panel - Barclays, WU, Nucoro, CXellence

Panel Discussion from the 2020 Customer Experience Exchange for Banking, Financial Services & Insurance on 'Exploring The Impact Of Fintechs On Traditional Financial Services To Effectively Navigate Disruption'.

CX Exchange BFSI 2020 | Panel - Coventry Building Society, Monzo, Nutmeg, Virgin, CXellence

Panel Discussion from the 2020 Customer Experience Exchange for Banking, Financial Services & Insurance on 'Pleasing Everyone: Assessing How Far Automation Can Take You In A World Where People Expect Face-To-Face Contact'.

CX Exchange BFSI 2020 | Panel - HSBC, Zurich, Hiscox, CXellence

Panel Discussion from the 2020 Customer Experience Exchange for Banking, Financial Services & Insurance on 'Make Or Break: Correctly Predicting The Next Big Game Changer That Will Deliver Customer Excellence To Your Organisation'.

CX Exchange BFSI 2020 | Digital Lead, Genesys

Plenary Presentation from the 2020 Customer Experience Exchange for Banking, Financial Services & Insurance on 'Customer Experience ‘Bots and AI – Are You Skating On Thin Ice?', delivered by Genesys' Digital Lead, Richard McCrossan.

CX Exchange BFSI 2020 | Enterprise Solutions, LivePerson

Plenary Presentation from the 2020 Customer Experience Exchange for Banking, Financial Services & Insurance on 'The Conversational Customer Journey: Serving Customers Through Personalised AI-Powered Messaging'.

CX Exchange BFSI 2020 | Former CX Director, Bank of Ireland

Plenary Presentation from the 2020 Customer Experience Exchange for Banking, Financial Services & Insurance on 'Caring For An Aging Population: Exploring How Data Can Change Our Future Lives'.

Interviews from the Exchange

CX Exchange BFSI 2020 | Ian Hunt, Chief Customer Officer, Close Brothers

An exclusive interview onsite at the 2020 Customer Experience Exchange for Banking, Financial Services & Insurance with Ian Hunt, Chief Customer Officer, Close Brothers.

CX Exchange BFSI 2020 | Julian Sawyer, Managing Director, Europe, Gemini

An exclusive interview onsite at the 2020 Customer Experience Exchange for Banking, Financial Services & Insurance with Julian Sawyer, Managing Director, Europe, Gemini.

CX Exchange BFSI 2020 | Nick Edwards, Retail Service and Digital Service Director, Lloyds Bank

An exclusive interview onsite at the 2020 Customer Experience Exchange for Banking, Financial Services & Insurance with Nick Edwards, Retail Service and Digital Service Director, Lloyds Bank.

Working From Home: Essential Reading

Customer Crisis: COVID-19

During this incredibly sensitive time, brands must be mindful of the decisions they make as the impact on customer loyalty and employee experience may last long after this health epidemic blows over. Read our article exploring COVID-19: Customer care and employee experience in times of widespread social stress for more...

What Is The Digital Workplace?

The digital workplace has advanced significantly throughout the past decade and as we move into a new era of remote working, why not learn more about the subject? This detailed infographic gives you a snapshot of key statistics and trends, including: what we know, today's challenges, managing email, duplicating work,...

Evolution of the Digital Workplace: A Journey Through the 2010s & Predictions for the 2020s

We interviewed a number of industry thought leaders responsible for their company’s digital workplace strategy and asked them to walk us through their digital workplace journey through the past decade and to outline their predictions for the new decade. They each provided a brief overview of how the digital workplace...

Employee Experience: Today & Beyond

We had the chance to hear from Brett Caldon, CEO of Workgrid Software, and gain expert insights into how IT plays a significant role in employee experience and the future of the digital workplace. Brett is Head of Business Operations for Workgrid Software, a tech start-up and wholly owned subsidiary...

How Companies Can Leverage Mobility as a Catalyst for Digital Transformation

We had the pleasure of sitting down with Gina Gallo, CEO of Stratix, to discuss her expert insights into how mobility helps drive the digital transformation change and help connect the employee experience to that of the customers.

60 Seconds with Automation Leaders

We interviewed four leaders from the automation space to divulge their insights into their company’s automation strategy, automation journey, the impact this has on their business, the role their solution providers play in their automation, and much more.

Virtual Think Tank Reports

Virtual Think Tank | Post Discussion Report | Creating A Digital Customer Experience Throughout The Customer Journey

As the world went into lockdown in March 2020, banks, insurers and financial services, just like most industries, found themselves facing a period of unprecedented change and digitization. Within days, previously human-based service interactions were jeopardized, face-to-face appointments became obsolete and call centres were overwhelmed with delays and challenges in...