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Pre-Conference Focus Day

1:30 PM - 3:00 PM WHAT ARE THE KEY MEANS TO STAY RELEVANT IN FINANCIAL SERVICES

Lisa Wood, Chief Marketing Officer, Atom Bank
Customer experience in the financial services is under increasing pressure to transform and innovate to remain competitive in a sector which has seen a dramatic increase in alternative providers for customers. Fintech’s and challenger banks have found a gap in the financial services market and exploited it to the benefit of customers and the detriment of existing establishments. Improving your customer experience function to meet the demands of a continually evolving customer is integral to attract new customers and retain existing ones. The pressure to mirror new technological trends that customers are receiving from other industries has proven to be a competitive advantage.
It is clear that innovation and transformation are key to stay relevant for your customer, but how can we translate that theory into reality. How does adopting these technological trends impact the experience we’re giving our customers?
What will you learn in this workshop?
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?
  • Avoiding SILOS: integrating customer centricity across your organization


Lisa Wood

Chief Marketing Officer
Atom Bank