Day 2 - Wednesday 7th December 2016

Interactive workshop

07:45 AM - 09:00 AM How to create lasting change with market-leading results

“I just don’t know where to start!” is the sentence we often hear from newly-appointed Chief Customer Officers
and other customer experience professionals. We instinctively know the kind of things we should do, but beyond
all the theory there is no pragmatic, detailed ‘manual’ for CX professionals showing how to stage out a customer
experience transformation – what to focus on, and when? As such businesses often end up caught in a stream of
initiatives that fail to provide the anticipated impact. In an interactive session, the team from Comotion are going to
show us a proven roadmap for creating and embedding lasting change – as well as market-leading results.

09:00 AM - 09:25 AM Registration and networking coffee

09:25 AM - 09:30 AM Chairperson’s opening remarks and welcome

Jon Hall, Managing Director, Masthaven Bank

Jon Hall

Managing Director
Masthaven Bank

09:30 AM - 10:10 AM Turning the voice of the customer into actionable insight

Natalia Monvoisin, Head of Voice of the Customer, Metro Bank
  • Building a voice of the customer programme that enables you to define what success looks like
  • Re-engineering processes with the voice of the customer in mind
  • Overcoming organisational silos when collecting customer insight
  • Gaining one clear and comprehensive view of the customer

Natalia Monvoisin

Head of Voice of the Customer
Metro Bank

Panel discussion

10:10 AM - 10:50 AM Measuring the success of your customer experience programme

Van Valdez, Head of Insight, RSA
  • Identifying the best metrics to use when measuring CX
  • Looking at response times, problem resolution times, ease of customer journey and CX ratings
  • Identifying the success of individual touch points
  • Making sure your measurements are accurate

Van Valdez

Head of Insight

10:50 AM - 11:20 AM Morning coffee

11:20 AM - 12:00 PM Improving your customer satisfaction levels

Gregory Desfosses, Chief Customer & Digital Officer, BNP Paribas Cardif
  • An overview of the BNP Paribas Cardif B2B2C model
  • Improving insurance customer experience by industry to improve sales
  • Aftersales journey to improve customer satisfaction

Gregory Desfosses

Chief Customer & Digital Officer
BNP Paribas Cardif

12:00 PM - 12:30 PM Technology demo drives

Have short snappy meetings with vendors in our exhibition hall to test the latest solutions on the market. Collect a full set of stamps from each stand to be in the running for our prize draw.

12:30 PM - 1:30 PM Lunch

1:30 PM - 2:10 PM Designing personalised customer experiences which translate into real journeys

Rachel Narinesingh, Head of Customer Experience and Communications, Lloyds Banking Group
  • Developing bespoke customer treatment strategies to deliver the best customer experience
  • Managing customer expectations whilst redressing customers
  • Turning customer experience strategies into reality
  • Optimising the role of the contact centre in achieving a positive customer experience
  • Empowering agents to offer the best customer experience

Rachel Narinesingh

Head of Customer Experience and Communications
Lloyds Banking Group

2:10 PM - 2:50 PM Enabling choice, control and independence for customers in vulnerable circumstances

Chad Rogerson, Head of Customer Diversity & Vulnerability, Nationwide
  • Delivering a tailored experience for vulnerable customers
  • Developing a specialist support unit to deal with vulnerable customers

Chad Rogerson

Head of Customer Diversity & Vulnerability
  • Is digital banking the only way to compete?
  • Will branches soon be made redundant?
  • How should we evolve branches to meet the needs of the customer?

Petra Mengelt

Director of Customer Experience
Euroloan Group

Will Beeson

Head of Operations and Innovation

3:30 PM - 4:10 PM Afternoon tea and networking

4:10 PM - 4:50 PM Achieving true customer centricity for the ultimate customer experience

Amy Miller, CMO, Zopa
  • Driving a customer-focus throughout every aspect of your business
  • Staying agile to adapt to changing customer needs
  • Leveraging analytics to offer the best propositions for your customers
  • Rethinking your organisational structure to revolve around the customer

Amy Miller


4:50 PM - 5:30 PM Integrating social media into your CX strategy

James Geddes, Head of Customer Experience - Personal Banking Operations, Barclays
  • Capitalising on the opportunities social media is bring to the sector
  • Creating a social media identity that engages customers
  • Using social media channels as a touchpoint to gather customer insights
  • Setting KPIs and targets to measure your social media strategy and prove ROI

James Geddes

Head of Customer Experience - Personal Banking Operations

5:30 PM - 6:10 PM Difficult conversations: Giving partners the confidence to handle our complex complaints

Nicola Whittleton, Head of Customer Relations, TSB
  • How to deliver customer experience to your vulnerable customer base
  • Empowering agents to offer the best customer experience
  • Maintaining a personal relationship with customers
  • Delivering good customer experience during complex complaints

Nicola Whittleton

Head of Customer Relations

6:10 PM - 11:59 PM Chairperson's closing remarks and conference close

Jon Hall, Managing Director, Masthaven Bank

Jon Hall

Managing Director
Masthaven Bank