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Get into the Mind of a Customer Experience Expert – What Does the Future Hold for the Financial Services Industry?

Download this exclusive eBook to learn what CX experts from across the financial services sector have identified as the next big thing in the customer experience world! Featuring exclusive interviews and research this is a must read as we head into 2016 and beyond!

Battle of the Banks: The Traditional vs The Challenger vs The Disruptor

The financial services sector is changing, particularly for banks, constantly struggling to adapt their customer experience strategies to meet the changing demands of today’s millennial customer. We now have the traditional banks, the challenger banks and more recently the disruptor banks – but which banks will last the test of time? Does one size fit all or will banks be forced to specialise their customer experience strategies? These are the critical questions posed in this this eBook, featuring exclusive interviews and the thoughts of; Ugur Sungur - VP, Internet Channels, ING Bank Turkey; Iain Kirkpatrick – MD Retail, Metro Bank; Stewart Bromley – COO, Atom Bank…and many more!

The Evolution of Financial Services: Traditional. Challenger. Disruptor.

The time has come to put your customers at the heart of your business, whether its a traditional, challenger, disruptor model the customer must be at the heart of the business. This report focuses on the customer strategy of brands including; AXA Business Insurance, Direct Line Group, Metro Bank, Atom Bank and Euroloan Group, exploring some of the key strategies these brands are using to successfully deliver a consistently positive customer experience in an increasingly complex digital world.

FINANCIAL SERVICES REPORT: CX Solutions & Services Investment Report 2017

The last 5 years have seen technological advancement, in many ways beyond many expectations. For the customer experience arena in particular, the rise and advancing of disruptor brands like Uber, Airbnb, Monzo Bank, and Deliveroo has seen consumers truly take control. They choose the brands they interact with, with the full backing of millions of reviews on social media, when and how they interact with them and set their expectations higher and higher each year.

As we head into 2017 and map out our strategies that must both delight and retain today’s customers as well as be agile enough to adapt to the customers of 2020, we also look over the last 5 years of solutions and service demands within the customer experience space.

Customer Experience Exchange for Financial Services Post Event Report 2017

In February 2017, the Customer Experience Exchange for Financial Services connected 80 C-level executives and VPs/Directors/Heads of CX, Marketing and Digital Strategy from across the FS industry with a selection of the most innovative solutions and services providers in this sector to find solutions to their biggest challenges. The Post Event Report provides an indepth analysis of the attendees, the central themes that arose from discussing the challenges keeping CX executives awake at night, and the industry trends driving high levels of investment across the broad technology and service provider landscape, featuring exclusive interviews, presentations, stats and much more.


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DirectLine Group Presentation: 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.

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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.

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Does CX Drive Revenue, And How Good Is The CX Offered By Financial Firms In Europe?

Three-quarters of companies want to improve their customer  experience (CX). Yet Forrester’s Customer Experience Index (CX Index™), which covers more than 200 brands in eight industries across the UK, France, and Germany, found that most European brands deliver mediocre experiences. That is a problem in an era when customer-driven change is remaking every industry.

In this exclsuive article Joana van den Brink-Quintanilha, Senior Analyst, Customer  Experience, at Forrester Research discusses the following critical questions: 

  • What is the business impact of superior customer experience?
  • Financial services firms hold the lead in all three markets?
  • What’s driving this performance?