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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

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