‘How Financial services organisations can make it easy to be a customer and improve loyalty’
With record costumer complaints and a 92% increase in cases taken up by the financial ombudsman service last year this Directors Forum will highlight the key issues and challenges facing the much maligned financial services sector and its relationships with customers against a backdrop of continued difficult economic conditions.
Agenda Summary:
09:00 : Welcome
09:05 : Opening Keynote ; Maggie Craig ,Director of Financial Conduct Regulation, Association of British Insurers
09:40 : Gallup presentation
10:10 : “Customers in our DNA : a winning approach to Service and Trust . Andrew Lea ,Head of Banking Service, First Direct
10:40 : The multi-channel future. And your struggle to achieve it.
Kevin Teasdale ,Head of Business Development, Merchants UK
11:10 : Coffee
11:30 : Barclaycard case study. The Contactless Journey – Engaging customers in new and creative ways
Tami Hargreaves ,Head of Contactless Delivery, Barclaycard
12:00 : Case study – Interactive Intelligence
Conrad Simpson ,Director, Interactive Intelligence
12:30 : ‘How Financial services organisations can make it easy to be a customer and improve loyalty’
Prof Moira Clark ,Head of Marketing, Henley Business School
13:00 : Lunch
14:00 : Panel debate with Steve HurstSteve Hurst ,Forum Chairman, Editorial Director, Customer Engagement Network
15:00 : Building a Customer Centric organisation
Colin Shaw ,CEO, Beyond Philosophy
15:30 : Coffee
15:50 : Lloyds Banking Group case study. Martin Dodd ,Customer Services Director , Lloyds Banking Group
16:20 : FT case study: 21st Century learning – A Financial Times Case Study
Phil Auden ,Director, Pinchpoint Coaching
16:50 : Chairman's Forum Summary, followed by drinks and networking
