Confrence Day One - Wednesday 6th December

8:00 AM - 8:50 AM Registration & networking coffee

9:00 AM - 9:30 AM SPEED DATING: WHAT DOES CUSTOMER EXPERIENCE MEAN FOR THE FINANCIAL SERVICES?

To boost networking and interactivity you will get the opportunity to get to know one another and learn how everyone perceives the challenges in customer experience. You will rotate around the room and discuss.
  • What are the challenges in delivering a good customer experience within financial services?
  • What do you consider good customer experience and bad customer experience?
  • What factors affect customer experience?


9:30 AM - 10:00 AM ARTIFICIAL INTELLIGENCE: FOR THE GOOD OF THE CUSTOMER?

Mark Southern, Commercial Director, WPA Group
  • How to decide it’s the time to implement AI whilst considering sensitive data; cyber threats and legacy systems
  • Delivering a personalised service to inspire customer loyalty and grow revenue streams
  • AI in a corporate space: What is the appropriate use of robotics, what’s working and what’s not
  • ROI expectations of Artificial Intelligence
  • What has the impact of AI been on; employees, customers, processes?


Mark Southern

Commercial Director
WPA Group

10:00 AM - 10:45 AM DEBATE: IS THERE A PLACE FOR ARTIFICIAL INTELLIGENCE IN FS?

Mark Southern, Commercial Director, WPA Group Katrina King, Director of Customer Value and Experience, Direct Line
  • Are we running before we can walk? Is it the next step or are we getting ahead of ourselves with the pressure to innovate?
  • Is it good enough? Fast enough? Personal enough?
  • Does AI provide the key to a consistent customer experience?
  • How will AI create a positive CX: In our goal to achieve efficiency and consistency are we losing sight of what is needed for a positive customer experience?
  • Do virtual employees have the same risk as human employees?


Mark Southern

Commercial Director
WPA Group

Katrina King

Director of Customer Value and Experience
Direct Line

10:45 AM - 11:15 AM Morning coffee and networking break

11:15 AM - 11:45 AM BALANCING CUSTOMER DEMANDS AND RISK MANAGEMENT

Emma Van Dikjum, Global Head of Borrower Producr, Funding Circle
  • Implementing risk models across different maturity businesses
  • Delivering a slicker and faster customer journey
  • Using automation to lower risk and increase growth


Emma Van Dikjum

Global Head of Borrower Producr
Funding Circle

11:45 AM - 12:15 PM CASE STUDY: HOW COVENTRY BUILDING SOCIETY HAVE USED CULTURE TO IMPROVE THE CUSTOMER EXPERIENCE?

Rachel Haworth, Customer Experience Director, Coventry Building Society
  • Understanding customers’ needs and making decisions in the interest of customers
  • Achieving a stable and long lasting customer centric culture to achieve a consistent customer experience
  • Employee Engagement: The relationship between employee experience and customer experience



Rachel Haworth

Customer Experience Director
Coventry Building Society

12:15 PM - 1:15 PM LUNCH & NETWORKING



1:15 PM - 2:15 PM WORKSHOP: THE KEY MEANS TO STAY RELEVANT IN FS

Lisa Wood, Chief Marketing Officer, Atom Bank
This workshop will focus on the key means to stay relevant in an increasingly competitive sector for our customer base and challenge you to think innovatively. We will review and take an interactive approach to explore what is important to our customers’ and the means we can adopt to meet their expectations.
  • Why is customer experience important to financial services?
  • What do customers expect from their financial service provider?
  • What is key to delivering a positive customer experience in financial services?
  • What makes a great customer experience?
  • What makes a bad customer experience?
  • Avoiding SILOS: integrating customer centricity across your organisation


Lisa Wood

Chief Marketing Officer
Atom Bank

2:15 PM - 2:45 PM PERSONALISATION: DELIVERING A HOLISTIC APPROACH TO CUSTOMER EXPERIENCE

Tristan Thomas, Head of Marketing and Communications, Monzo
  • Tailoring customer experience across digital channels: How to undergo a digital transformation whilst delivering a personal service
  • Are your employees delivering a customer process rather than an experience?
  • How do you teach personalisation to your employees? How do you measure the success?


Tristan Thomas

Head of Marketing and Communications
Monzo

2:45 PM - 3:15 PM Afternoon coffee and networking

3:15 PM - 4:15 PM ROUNDTABLE: THE KEY TO ACHIEVING CONSISTENT CX DURING INNOVATION AND TRANSFORMATION

Guided by our expert roundtable facilitators tables will take part in an interactive discussion on how to achieve consistent CX through various key methods and discuss how effective the method is. At the end of the session the roundtable facilitator will feedback to the attendees based on what has been discussed within their group.

3:15 PM - 4:15 PM ROUNDTABLE: THE KEY TO ACHIEVING CONSISTENT CX DURING INNOVATION AND TRANSFORMATION - During Expansion

Paul Riseborough, Chief Commercial Officer, Metro Bank
  • How do you maintain customer centricity as you expand?
  • Do companies that have previously focused on other industries have and advantage when it comes to implementing CX

Paul Riseborough

Chief Commercial Officer
Metro Bank

3:15 PM - 4:15 PM ROUNDTABLE: THE KEY TO ACHIEVING CONSISTENT CX DURING INNOVATION AND TRANSFORMATION - Through Culture

Tim Hughes, Head of Customer Excellence, HSBC
  • How big a role does culture play in delivering a consistent customer experience? Is it possible to measure the culture of a business?
  • How to change culture?


Tim Hughes

Head of Customer Excellence
HSBC

3:15 PM - 4:15 PM ROUNDTABLE: THE KEY TO ACHIEVING CONSISTENT CX DURING INNOVATION AND TRANSFORMATION - Through Digitalisation

Chris Pettit, Head of Strategy, NFU Mutual
  • How to achieve a seamless digital experience across multiple channels?
  • Is artificial intelligence the key to achieving a consistent CX?
  • During the process of digitalising, how do you achieve a consistent CX during the disruption?


Chris Pettit

Head of Strategy
NFU Mutual

3:15 PM - 4:15 PM ROUNDTABLE: THE KEY TO ACHIEVING CONSISTENT CX DURING INNOVATION AND TRANSFORMATION - Through People-Insight

Tim Sennitt, Strategic Communications Director, OTM
  • Maintaining consistently positive customer experience during times of change is possible by understanding 'target audiences' as people
  • A human approach to CX strategy that is based on 'people-insight' delivers meaningful experiences for your customers


Tim Sennitt

Strategic Communications Director
OTM

4:15 PM - 4:30 PM Chairman’s closing remarks

4:30 PM - 5:30 PM Drinks reception

6:15 PM - 6:15 PM Conference close