Besides speed, price and efficiency, customers in the financial services sector tend to seek trust, reliability and empathy when it comes to choosing their provider. And while many FS institutions have adapted to changes many years ago, it’s no longer enough as customer behaviours are constantly evolving. In this session, hear from CX professionals on how to communicate the value proposition of customer centricity, adopt appropriate CX strategies, and how to roll this out across the organisation. 

• Demonstrating the value of CX when investing in tools and solutions to overcome challenges
• Shifting the cultural mindset of the organisation to deliver a genuine CX strategy
• What does CX success look like and how can you calculate ROI?