Download the 2024 post event report for exclusive insights on industry investment priorities, audience breakdown, key themes discussed at the event, and much more!

“Gen Zs were practically born with a mobile device in hand and millennials are just as savvy,” says Tim Chong, CEO and co-founder of UK credit card startup Yonder.

As a credit card designed for the modern explorer, Yonder’s approach to customer experience homes in on the key priorities for the next generation of credit card users: digital convenience, excellence in UX and fraud protection, and rewards that hold real value and are easy to redeem.

Read the interview with Tim Chong for insights into:

• How customer expectations in the BFSI sector are evolving and how Yonder is aiming to meet these
• Why perfecting the back-end infrastructure is just as important as the UX and design
• Balancing user-friendly design with unparalleled fraud protection
  

In this interview, Trish Wethman, Chief Customer Officer at Best Egg, discusses how BFSI organizations can keep up with evolving customer expectations.

Read on to find out what CX leaders in this sector should be doing around digital transformation, personalization, and transparency to elevate customer experiences, foster loyalty, and build lasting trust.

In this exclusive interview with Benjamin Easaw, Managing Director, Digital Experience Design, learn how Cetera Financial Group have implemented a holistic CX strategy and started investing in employee experience to improve their overall customer centricity.

2023 brought the 10th anniversary of CX BFSI USA Exchange West. As such, we compiled attendee analysis from the last decade, with guests such as JPMorgan Chase to Mastercard. Attendees are from organizations with an annual turnover of $1 billion or above, and have direct control over customer experience budgets as well as careers at the C-Suite level. This exclusive report from the CX c-level community uncovers the changing investment priorities since 2014, recent key challenges and predictions for the future. 

IQPC Exchange recently interviewed Ken Hubbell, SVP Instructional Design Strategy & Innovation for Wells Fargo, on how to adapt customer experience strategies to suit the Millennial generation, the many challenges with hyper-personalization, and the future of the Metaverse. Some of his responses make uncanny comparisons to Jurassic Park, building a house on top of Snoop Dog’s home and coloring in.

Personalization is key to unlocking customer loyalty and revenue growth. Discover the data-driven approaches to create buzz, drive purchases, and earn loyalty with tailored products.

Zogo Finance seek to bridge the gap between financial wellness and the younger generation with their educational mobile game and app. IQPC Exchange talked to Bolun Li to find out more about why it is so important for millennials to develop their financial wellness, the challenges of appealing to this demographic, and the future of the financial literacy app.

With the customer experience being at the forefront of consumer-facing industries for the last decade, there's now a pre-conceived notion that organizations will provide hyper-personalised offerings tailored towards the customers' precise needs and preferences. This expectation for personalized experiences has now entered the workplace as well, allowing for the concept of employee experience (EX) to evolve and develop in the employee sphere.