Welcome

The customer comes first: Prioritising customer experience in financial services through employee enablement

Sponsored by OpenText
Thursday 18th May 2023
City Social, Tower 42, 25 Old Broad St, London EC2N 1HQ

Heightened by the needs of pandemic lockdown, most organisations have fast-tracked their digitalisation efforts. To that end, recent research suggests that 84% of financial institutions changed more in 12 months than in the company’s lifespan. Of those, 70% reported digital transformation to be the main driver*.

The journey to digital doesn’t stop here, however. After adoption comes execution. After implementation comes application. And one of the key opportunities digitalisation offers is the chance to transform experiences for both customers and employees.

User-centric design and personalisation can turn customer service into service excellence, cementing loyalty and increasing engagement. Similar principles apply in-house, too. Get the right tools in the hands of your best people and give them access to – and management of – relevant data and they will deliver for the organisation and its customers.

At this event, we will bring together senior peers from across financial services to discuss the relationship between customer experience and employee enablement, and to explore ways that FSIs can enhance delivery both externally and internally.


Topics for discussion:

• What is the biggest challenge preventing you delivering exceptional experiences for customers?

• To what extent do employees need to be digitally enabled and empowered in order to improve the overall customer experience?

• Do you agree with the central idea that there is no customer experience without employee experience?

• Who is responsible for delivering great employee experiences in your organisation?

• When it comes to personalisation of the customer experience, what’s possible and what are the limitations imposed by compliance?

• What role does information management play in enhancing customer experience and employee enablement?

• What role, if any, are analytics and AI playing in customer service delivery and understanding?

*Source: ITRS Group, January 2022 https://www.itrsgroup.com/pressrelease/second/global/fsi/survey


Timings for the evening:
18:00 – 18:30            Welcome and refreshments
18:30 – 20:00            Introduction to fellow guests and roundtable discussion
20:00 – onwards      Complimentary three-course dinner and drinks