Agenda

Review the key highlights of this event to help in achieving success from today’s sessions.  Plan out your time strategically to achieve your most pressing needs.

In the wake of the coronavirus outbreak many financial services are adding a host of new features and services to support customers so that they can experience the banking services uninterrupted. Hear how to introduce and onboard new features to build a full suite of APIs and digital banking services covering accounts, payments, loans, investments and insurance. Develop tools to successfully navigate:

• Responding to the drive, demand and change post-COVID-19
• Other disruptive threats and emerging trends
• New distribution models
• Partnerships and support

Reinvent your organization to keep pace with the next generation of customers

Coronavirus and the disruption it caused has had serious implications for the financial services industry, but will we see a continued, long-term financial crisis? What can the industry to ensure smoother, better digital experiences.  This vital, timely benchmarking panel will examine what we have learned so far and how to build stronger relationships and to build great trust between your channels and digital experiences for customers. Create a blueprint and discuss:

• Fulfillment of social missions to support households and businesses with credit – what is the next phase
• Balancing digital vs branch and store outlets
• Lessons from critical weaknesses – stress testing your digital virtual channels for the future
• Tracking the changing customer journey across all channels
• Building trust, counteracting fraud and adjusting to the ‘new normal’

Being better prepared to forge a consistent experience at each touchpoint

Marketing today is radically different than the majority of marketing only 4 or 5 years ago. Hear how research, voice and tone, imagery, channels, and overall strategies can set your financial institution apart — but only if you’re willing to rethink some preconceived notions. Cut through the noise and gain practical tips on:

• Building campaigns that build both awareness and sales
• Leveraging your own staff for research and feedback
• Influencing with content, pre-roll video, social media, quizzes, microsites, and more

Implement winning strategies used by first-mover disruptors.

Companies dedicate big budgets and months of work designing exquisite experiences for users. Content doesn’t always get the same amount of attention, yet engaging content can help solve UX and design issues, while sub-par content can sink a superb execution. Gaining lasting value from content is– find out how to:

• Where does content sit in the design/UX process?
• What’s needed to do content right?
• How to measure, adapt and reuse content across media

Build optimum content strategies to drive CX

How can social media really benefit a financial services brand? As social media tools evolve, the question becomes exceedingly complicated, particularly due to privacy and online trust issues. In this session, pinpoint the following:

• What combination of tools work best?
• Designing a KPI framework that connects your main social media-related metrics to a business outcome
• Which business practices are needed in order to make this framework happen?
• Demonstrate how it’s helping drive the business

Discover where to invest more confidently in the right social media programs

Customers and visitors have different needs from your digital proposition. Find out what your customers want from your digital site and what critical changes you need to make: Gain insights on:

• The changing face of digital and what is next for marketers
• Building an integrated mobile, website and online seamless experience
• Customize your sales area with clever cross-selling

Building an integrated, robust digital experience

Big data has been big news with companies busy using data technologies to solve business problems to gain a 360-degree view of the customer. This session turns a swell of data into precise insights to drive engagement, revenue and loyalty. Create a roadmap to:

• Craft actionable insights from your sea of data
• Increase your adaptability and responsiveness towards a 360 view
• Open up to new insights to drive retention and loyalty

Create synergy between your firm’s data intelligence and CX efficiency.

In times of crisis, uncertainty and complexity, financial services customers seek greater reassurance from the institution supporting them. And as the COVID-19 pandemic hit, one key channel emerged as critical as the huge volumes of customers reaching out to their call centre at a time when staff were being redeployed to work from home.  The challenges were many ranging from technology integration and security risks.  Find out how one bank emerged victorious and learnt how to engage with virtual call centre representatives:

• Transitioning the call centre firstly to remote working, then build responsiveness to heightened demand
• Excellerating digital change and new technology adoption
• How to conduct yourself at a time of crisis to maintain stability across your workforce

Harnessing rapid transformation to create seamless, convenient and engaging customer journeys

Hear the key take-aways from today’s sessions. Source a summary of action points for you to implement. Learn about the key highlights and content for tomorrow.