10 - 11 December, 2019 | London, UK
James Brindley-Raynes, Global Product Manager Staff Digitisation at HSBC

James Brindley-Raynes

Global Product Manager Staff Digitisation

Check out the incredible speaker line-up to see who will be joining James.

Download The Latest Agenda

Agenda Day 1

Thursday, April 12th, 2018

11:20 AM Panel Discussion: Creating a Customer Centric Culture: Top Down and Bottom Up

  • What are the key considerations when setting a vision and mission for the CX strategy?
  • What are the best ways of communicating the strategy and should it come from the top?
  • What are the benefits of empowering front and back facing staff to take ownership of the customer experience and how can you ensure it is put into practice?
  • How can you promote and reward a customer centric culture?
  • What techniques can you use to ensure the customer is placed at the heart of proposition strategy?
  • How can technology support the CX strategy and enhance customer experience? What types of technology are currently driving the best results?