Video

[Presentation] DirectLine Group Case Study - Earning Customers' Trust: The Road to Recovery

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.

[Video] What is Customer Experience?

[Video] What is Customer Experience?

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 Hurry, Director of Marketing, ABN AMRO

Gary Hurry, Director of Marketing, ABN AMRO

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 Barbsino, FVP – Head of Internet & Mobile Banking, UniCredit

Paolo Barbsino, FVP – Head of Internet & Mobile Banking, UniCredit

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. 

Stephen Ingledew, Managing Director, Customers & Marketing, Standard Life

Stephen Ingledew, Managing Director, Customers & Marketing, Standard Life

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 Julbert, Director Client Experience, BBVA Compass

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 Hunter, Senior Vice President, Fidelity

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.

[Interview] Mark Grainger, VP Sales Europe, Engage Hub

[Interview] Mark Grainger, VP Sales Europe, Engage Hub

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.