EXPERIENCE ESSENTIALS – CUSTOMERS AT YOUR CORE – IDENTIFYING OPPORTUNITIES – UNIVERSALLY ACCESSIBLE FINANCE

Access the 2024 CX BFSI UK Post Event Report here!

This exclusive report includes audience insights, key event statistics, and trusted testimonials from Lloyds, LV=, NatWest & more.

Consumer Duty was introduced by the Financial Conduct Authority in order to elevate consumer protection and outcomes in financial services. For retail financial services organisations, implementing Consumer Duty can often mean significant procedural and cultural transformation.

In this interview, the CX BFSI Exchange team spoke with Keith Richards, Chief Executive Officer of the Consumer Duty Alliance – a not-for-profit professional body aiming to share good practice and support members in the implementation of Consumer Duty. Download the interview to gain insight into:

• How Consumer Duty differs from previous regulatory frameworks
• What changes retail financial services firms are making to enhance customer outcomes as a result of Consumer Duty
• How to approach the interpretation of regulation and communication with the wider organisation
  

In this interview, Trish Wethman, Chief Customer Officer at Best Egg, discusses how BFSI organisations can keep up with evolving customer expectations. Read on to find out what CX leaders should be doing around digital transformation, personalisation, and transparency to elevate customer experiences, foster loyalty, and build lasting trust.

In this article, Ray Harris, Senior Vice President and Senior Director of Client Success at First Citizens Bank, shares insight into how enhancing employee experiences within BFSI organisations is critical for improving the customer experience. Read on to discover practical strategies and actionable tips to optimise the employee experience and drive customer satisfaction in the BFSI sector.

How are customer banking experiences & desires changing? Have a quick read here!

The CX BFSI Exchange is a long-standing event, providing extensive data to analyse changing investment priorities over the past decade.

With inevitable enhancements within CX, the BFSI has seen many shifts in customer behaviour, forcing companies to evolve. Take a look at the different areas within CX which have been prioritised by over 800 CXOs, VPs/Directors, CCOs, and Global Heads of Customer Experience from leading financial institutions.

How Zurich Insurance is using customer insights to accelerate and personalise experiences.

There are great benefits to letting your customers do the talking. At Medallia’s London City Tour event, CX Network spoke to Clairy Moraitou, Global Head of Customer Insights and Analytics and Monika Schulze, Global Head of Customer and Digital Experience at Zurich Insurance, to discover how the insurance brand is using customer insights to accelerate and personalise experiences.

• Differentiating your strategy
• Digital transformation
• Customer engagement
• Challenges and future trends