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.

• What is the outlook for Biden’s policy agenda, including tax, regulation, trade and foreign policy and impact on financial institutions?
• How might US trade, security and foreign policy change under Biden?
• What is the impact of trends being accelerated during the pandemic for your business for 2021?
• What are the next set of emerging challenges for 2021 you need to consider now?

Coronavirus has disrupted the world as we knew it, financial institutions had to re-think how their products and services were built and delivered, and … importantly, how consumers were communicated to. This critical session will help you to react to more proactively and positively to drive opportunities for better outcomes digitally. A new blueprint to:
• Identify key product, service and process gaps: how can digital change everything
• Stronger leadership during crisis.  Keeping momentum and employee motivation
• Upgrading outdated infrastructure and legacy systems
• Moving out of your comfort zone ….
Grasp the opportunity of ‘the new normal’

Today is radically different than the majority of marketing only 4 or 5 years ago. Hear how content, research, voice and tone, imagery, channels, and overall channel 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:
• Build brand campaigns that build better, closer connections
• 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

At this point, we’re only too familiar with lockdowns, quarantines, curbside pickups, and other local symptoms of an extraordinary global event. Amid the confusion, a misconception has taken hold: marketers are misinterpreting the chaos as a pit—but chaos is, in fact, a ladder. COVID-19’s unprecedented disruption means there may never be better time for established brands to embrace digital transformation. With the right guidance, businesses can find themselves perfectly placed to not only redefine how they engage their audiences, but finally join the dots between online and offline.

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.