Financial services institutions are amongst the least trusted in the UK. It is surprising that this doesn't get more attention given the increasing ease with which customers can move their relationships between providers. However, building trust is not a simple task and unless an organisation is committed to dealing with some uncomfortable truths it might not achieve meaningful impact. Join Mark Evans, Chief Marketing Officer of Direct Line Group, as he shares his experience and company journey on how a focused drive towards earning customers' trust can act as a catalyst for business transformation.
Ensuring a great multi-channel customer experience, hinges on an organizations’ ability to put the customer at the heart of the business. This video, produced by the Customer Management Exchange Network, serves to demonstrate the importance of customer experience in today’s environment touching on critical strategic issues such as customer loyalty, accountability & ROI, social media and customer centricity.
Gary discusses the difficulties faced with creating a cultural change across the organisation, together with a number of helpful hints and tips for working with your board to influence customer strategy.
Paolo talks about the importance of educating the customers on mobile and internet banking, together with taking into account the different geographies in which your financial organisation operates.
Nailing the company culture is tough, and Stephen talks about Standard Life’s journey, together with some common pitfalls to avoid on the subject.
Kristin discussed effective measurement strategies for CX initiatives, together with advice on how to maximize insight form data, translating it into actionable intelligence for the consumer teams.
Maura discusses the importance of integrating Customer Experience into the DNA of the Organisation and some of the practicalities of delivering a seamless Experience.
Defining the Strategy and Approach to Deliver a Consistent Global Experience; Anne Grim, Managing Director, Global Head of Client Services, Barclays
Anne discusses how to deliver an excellent level of customer experience globally. Consistency in service excellence across a global business can be difficult to manage, and Anne shares her top tips for being able to develop an excellent service profit chain. Anne also discusses how to measure customer loyalty and how you can use that to leverage an excellent strategy
Defining and Leading Transformation in your Business to Deliver an Excellent Customer Experience; Michael Gould, Former COO, Hiscox
Michael takes the time to talk about Hiscox' overall IT and Operational strategy. Michael takes you through his approach to delivering an operational strategy that fundamentally delivers a customer experience which it is now so famous for. Through change management and process orientation, Michael talks about adopting a lean process to ensure that everything is done to bring value to the customers.
We sat with Mark Grainger the VP Sales Europe at Engage Hub to get his insight on the following questions including the main challenges facing the financial services industry right now.