Case studies take centre stage at FS forum
Engage Customer’s Financial Services Directors Forum yesterday highlighted the rapid changes in consumer behaviour and the disconnect between what customer want and what the sector offers as it fights to win back customer trust.
On the flip side there were some inspiring case study presentations from organisations such as First Direct and Nationwide who are getting it right.
The Financial Services sector is under continuing pressure to get its customer offering back on track. That pressure comes from consumers, who have lost trust in the sector for a whole host of reasons, and also from regulatory bodies such as the FCA who are continuing to introduce a roster of changes that impact on the relationship between financial services providers and those who use their products and services.
The conduct of FS orgs has never been under greater scrutiny – and yet of course there have also never been greater opportunities for the sector to engage customers operating in a digital world
The Directors Forum chaired by Engage Customer editorial director Steve Hurst and sponsored by Nunwood, Procter, ServiceTick and Interactive Intelligence highlighted the key issues and challenges facing the much maligned financial services sector and its relationships with customers at a time of rapid change. It drilled down to the core of the challenges and gave delegates invaluable advice on how to find the best way forward.
A full report on the Engage Customer Financial Services Directors Forums plus video footage of presentations and interviews with presenters to follow soon.