As the competition in the banking sector is continuously increasing differentiation is crucial for every financial institution. One of the fewer ways how to differentiate is through enhanced customer experience. Therefore, today more than ever financial institutions are paying attention to customer experience and customer satisfaction. There is a necessity to deliver excellent service, design customer centric framework, move from product to service driven approach and integrate all distribution channels to meet customer expectations and drive the customer satisfaction in order to stay ahead of customer needs. All these areas of concern will be discussed at our event.

This conference will provide delegates with all the crucial information and methodologies to successfully build enterprise-wide CEM, align these strategies across the organization and measure the outcomes. See how the main players coming from the leading European international financial institutions are successfully increasing their profitability through enhanced customer experience management implemented across all involved units. Case studies, panel discussions and networking with experts and industry leaders will give the delegate an interactive, experience driven learning opportunity.

 

Rob Hawthorn, Customer Service Director, Business Banking UK, Barclays

Alison Leonard, Head of Digital, First Direct

Aqshar Khaliq, Head of Market Insight, HBOS

Bernd H. Schumacher, Director CRM, Personal Banking, Deutsche Bank

Carsten Elmose, First Vice President, Head of Service Quality Management, Danske Bank

Ursula Schatzl-Wainig, Head of Sales Management, Erste Bank

Eddie Moonen, Director of Business Process for Retail Bank, Fortis Bank

Paulo Jesus, Head of Service Quality Department, BES

Jussi Mekkonen, Senior Vice President, Household Finland, Nordea

Jitka Jakubcova, Head of Quality Department, Ceska sporitelna

Mujdat Orcan, Senior Vice President, Database Marketing, Akbank

Ian Carrington, Head of Financial Services Europe, Google

 

    

• Building enterprise-wide customer experience management
• Optimizing distribution channels to drive customer experience
• Enhancing the effectiveness of human capital to enhance customer experience
• Implementing customer experience strategies
• Measuring customer satisfaction
• The role of CRM  in customer experience

 

Chief Executive Officers, Chief Operating Officers, Members of the Management Boards, General Manager, Vice-Presidents, Managing Directors, Global Heads and Senior Directors for Customer Experience, Customer Satisfaction, Customer Service & Quality, Customer Insight, Customer Knowledge & Intelligence, Marketing, Business Development, CRM, Customer Management and Retention, Market Research, Customer Service & Communications, Customer Value Management, Customer Focus etc…