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Agenda

Agenda

The agenda for the 2021 Customer Experience Exchange for Banking, Financial Services & Insurance will be released closer to the time of the event. In the meantime, take a look at the 2020 agenda to give you an idea of what to expect for 2021.

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 the results below!

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 Experience at Zurich Insurance, to discover how the insurance brand is using customer insights to accelerate and personalise experiences.

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's covered in the piece:

  • Differentiating your strategy
  • Digital transformation
  • Customer engagement
  • Challenges and future trends
Customer Crisis: COVID-19

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 details on how many businesses are starting to contemplate how this outbreak could shift customer needs and employee expectations.

What Is The Digital Workplace?

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, searching for information and more.

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

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 has, and continues to evolve before moving on to the three elements that make up the digital workplace landscape: Technology, Processes and People.

Employee Experience: Today & Beyond

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 of Liberty Mutual Insurance. In an era of disruption and evolving customer and employee expectations, he is responsible for solving for emerging business needs by delivering innovative technology and software products to support the enterprise.

How Companies Can Leverage Mobility as a Catalyst for Digital Transformation

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

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.

What I Wish I Knew Before Implementing My CX Strategy

Hear from current and previous experts over the years, including:

  • EVP Global, Mastercard
  • Head of Operations, AXA
  • Chief Customer Officer, iGO4
  • Group People & Culture Director, Virgin
  • VP Internet Channels, ING Bank

[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 time? Does one size fit all or will banks be forced to specialise their customer experience strategies? These are the critical questions posed in this this eBook, featuring exclusive interviews and the thoughts of; Ugur Sungur - VP, Internet Channels, ING Bank Turkey; Iain Kirkpatrick – MD Retail, Metro Bank; Stewart Bromley – COO, Atom Bank…and many more!

[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 Bank and Euroloan Group, exploring some of the key strategies these brands are using to successfully deliver a consistently positive customer experience in an increasingly complex digital world.

[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!