In January the top representatives from the leading international financial institutions had an excellent opportunity to gather and discuss at our exclusive event: Enhancing Customer Experience in Financial Services all areas of concern and hot topics related to customer experience management.
The charismatic chairmen Michael Stock, Member of the Board at Customer Contact Association and Head of Business & Partnerships at BBC and Eddie Moonen, Director of Business Process for Retail Bank at Fortis Banks have created an excellent atmosphere with their professional approach and experience. The top industry representatives – just to mention few of them: Barclays, Nordea, Danske Bank, Deutsche Bank, Banco Espirito Santo, Erste Bank and Unicredit Group have come to a conclusion that one of the fewer ways how to differentiate is through enhanced customer experience. 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. All these areas of concern were discussed at this event.
The prestigious panel of 16 speakers from different regions has discussed how with all the crucial information and methodologies they achieved and successfully build enterprise-wide CEM, align these strategies across the organization and measure the outcomes. The importance of building enterprise-wide CEM, implementing customer experience strategies and measuring customer satisfaction was highlighted during both days of the event. Case study contributions from Barclays, Deutsche Bank, Danske Bank, Nordea and many other leading institutions from the speaker’s panel provided insight into practical best practices.
The highlights from day one were a great presentation on Effectively Designing Customer Centric Framework by Rob Hawthorn from Barclays. He discussed how to develop a systematic way to build a world class experience. By the dynamic way of presenting and showing short videos, Rob has showed how their bank maximizing customer satisfaction through effective organization framework applied across the bank. The Nordea case study delivered by the specialist Jussi Mekkonen brought us an in depth knowledge of Enhancing Customer Experience through Channel Integration of Sales & Customer Service. He has discussed how efficiently to manage all customer touch points in a consistent way and ensure information processing compliance. The first day was closed by the non-practitioner case study from Ian Carrington from Google. Ian pointed out how financial institutions can learn from non-financial enterprises and what they can take best out of it and enhance the customer experience.
The second day of the event has been opened by the charismatic chairman Eddie Moonen from Fortis Banks. The excellent case studies full of practical examples showed all the attendees how to implement customer experience strategies and how to measure customer satisfaction. Bernd. H. Schumacher from Deutsche Bank has focused on outbound and inbound campaign management as a way of improving the customer experience. Gaia Ghirardi from Unicredit Group discussed how they measure their customer satisfaction within the group. The conference has been closed by the case study delivered by Paulo Jesus from Banco Espirito Santo who nicely summarized all the issues related to Customer Experience Management and linking them with financial figures.
The event was attended by 60 attendees thus the high level of interactivity between the carefully selected top speakers and delegates from different continents was guaranteed. The coffee breaks, speakers-hosted lunches, cocktail evening and dinner provided plenty of networking and deal making opportunities. We all look forward to the next event and we hope it was an excellent experience for all the parties involved.
Lilian Laukova
Production Team Leader - Finance Division
Jacob Fleming Group
