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Speakers:
Marina Shapira, Digital Psychologist and Head of Research, Quantum Metric

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Speakers:
Mike Raley, SVP Marketing, Coveo

Customer service tops the drivers for quality of customer experience at banks and insurance companies. Customers now expect easy, fast, effective, and relevant customer service, anywhere, anytime. The cost of failing to meet these expectations is high. Financial services organizations need to redesign their business processes, and support agents with the right tools and technologies to deliver differentiated service experiences in line with customers’ expectations. In this track session, you will learn what leading organizations are doing to systematically improve the quality of their customer service.

Speakers:
Aurelie L'Hostis, Senior Analyst, Forrester

Research is critical for good CX, but few firms do it right. Common mistakes like failing to articulate the questions that need answering, and misappropriating research methods leave many firms with lots of data, but very little insight. Using Forrester’s Research Canvas as a guide, this session shows attendees how to avoid these common mistakes and conduct research that results in the insights needed to drive meaningful CX improvements.

Speakers:
Kelly Price, Senior Analyst, Forrester
Gina Bhawalkar, Principal Analyst, Serving Customer Experience Professionals, Forrester

Brands have invested heavily in martech to drive customer acquisition, retention, and loyalty. But most brands need a marketing strategy reboot so they can deliver in the moments that matter to their customers. Today’s campaign-first mentality fails customers because campaign strategies are slow, channel-focused, and lack long-term effectiveness. Brands must put campaigns into the context of the full customer journey by orchestrating always-on, moments-based, customer experiences. This session explores the evolution from a channel-driven campaign approach to a customer-focused strategy serving the full customer journey.

Speakers:
Rusty Warner, VP, Principal Analyst, Forrester

Learn how Virgin Money UK’s CX Success programme is supporting our transformation into a purpose-led, customer-obsessed organisation. Starting with the establishment of a strong CX measurement framework in partnership with InMoment, Virgin Money UK will expand on how we are implementing six CX Maturity competencies to fulfill our ambition to delight a fan base of loyal customers and colleagues—and the meaningful results achieved.

Speakers:
Simon Fraser, VP, Customer Experience Strategy, InMoment
Yvan Goupil, Head of Customer and Market Insight , Virgin Money UK

Join Genpact’s breakout session with NatWest, part of RBS, where attendees will get an inside look at NatWest’ customer-centric approach and best practices around driving ROI through rapid experience innovation. NatWest will showcase case examples of product design innovation and how to enhance customer satisfaction and drive business outcomes at pace. 

Speakers:
Priyesh Ranmal, Head of Digital Experience, RBS
Michelle Palomera, Partner, Business Leader , Genpact

In order to deliver great customer experiences and at the same time drive operational efficiencies, organisations need to use a hybrid workforce; man and machine working together. We explore in this session the attitudes and behaviours of consumers and workers around this, based on Verint’s global survey of 34,000 people in 18 countries, and BMW will share how they have approached this challenge and what their experiences are like in real life.

Speakers:
Suzanne Gray, General Manager, Group Customer Strategy, BMW Group UK LTD
David Hudson, Regional Director EMEA, Verint ForeSee

Is it the financial institution’s destination to communicate “professionally”, i.e., in a dull and difficult manner? What is the goal of communication – to be understood (and inject some magic into the relationships…) or to put in place a large number of words which only their author understands? Paulina Gasińska will tell us how they approached the issue in mBank.

Speakers:
Paulina Gasinska, Chief Customer Officer and Chief Ethics Officer, mBank

CX pros know that research is critical for delivering great customer experiences but conducting quality research is only half the battle. Stakeholders who are resistant to research or misunderstand its practice and purpose often prevent research from having the influence required to drive more customer centric decision-making. But difficult stakeholders don’t have to stymie your success – this session will explore how to effectively identify, prioritize, and work with stakeholders to integrate research in to how your business operates and makes decisions.

Speakers:
Kelly Price, Senior Analyst, Forrester

The role of CMOs is evolving and leaders are increasingly orchestrating the delivery of their brand promise by federating CX skills. Such a shift has significant implications on organizations and cultures. In this session, CX professionals will learn from best practices on how to work with marketers to deliver CX transformation.

Speakers:
Thomas Husson, VP, Principal Analyst, Forrester

In this session, we will introduce the art and science of journey orchestration and provide a practical guide to getting started quickly, covering people, process and technology. We will share examples of brands that are successfully using journey orchestration for top-line revenue growth and increased customer lifetime value. 

Speakers:
Wil Lynch, VP, Solution Strategy and Value Consulting, Thunderhead

A number of organizations are already adopting a more predictive approach to CX, with artificial intelligence playing an important role. This is set to continue, but how do you start this journey and begin to evolve your CX program to make ‘predictive’ part of it? In this session, you’ll hear how you can employ a data-driven approach to mine for insights and analyze the impact of experience. Learn how to leverage predictive analytics to link customer feedback to relevant behavioral, operational, and environmental data; test new ideas; and anticipate future customer behaviors using predictive modeling within your CX initiatives. 

Speakers:
David Howgego, PhD, VP of Solution Consulting, Medallia

Over the last decade, B2B tech companies developed the customer success management (CSM) discipline to ensure that their businesses deliver the value they sell to their clients. In studying CSM, Forrester found it holds a set of general best practices on how all businesses should manage customer experience delivery. This session will lay out those best practices and discuss how CX professionals in any industry can apply them to their business.

Speakers:
TJ Keitt, Principal Analyst, Forrester

A piecemeal approach to privacy, lack of transparency in data handling practices, and failure to develop an effective culture for data ethics will not only jeopardise innovation efforts and worry executives, but will endanger customer relationships, too. Come to this session to hear how firms leverage privacy practices and ethical frameworks not only to meet regulatory requirements, but also to deliver on customer’s privacy expectations, improve their experiences, and strengthen their brands.

Speakers:
Enza Iannopollo, Senior Analyst, Forrester

Forrester forecasts that in 2023 about two-thirds of global B2C ecommerce sales will be through marketplaces and more than half of these will be from third-party sellers. And, B2B eCommerce will reach €2.8 trillion in Europe in 2024. However, we see an increasing demand for more personalized experiences. How can you surprise and delight, create value, and build loyalty when you’re not fully controlling your channel (or your product)? This session will share insights in how consumer behaviors are changing, how marketplaces are dominating ecommerce, and which questions you should be asking to prepare yourself.

Speakers:
Reineke Reitsma, VP, Research Director, Forrester

In an era where customers use more and more digital services, they project their steadily rising expectations towards the service offerings. Understanding these expectations and keeping up with and exceeding them by closing experience gaps not only is essential to stay in business, but untaps some real value potential. CX is a mindset embedded in the culture of an organization, and at the same time a set of capabilities to translate important customer and market insights into products and service offerings.

The result: higher conversions, less churn and less operational effort, here and now. To really leverage these value pools at scale, innogy decided in 2017 to setup the CX Factory. CXF is a unique collaboration platform working across the markets to generate new insights, develop outstanding customer experiences, leverage new technologies and train our own people to really deliver on CX locally. Results so far have been very good, both in leveraging immediate value and building the necessary capabilities and mindset to sustain it. CX delivers goals and gets even more relevant in an industry where customers transform to prosumers, taking over new roles in the value chain, thus disrupting the utility industry – the conclusion is clear – we need to make energy a great experience, across Europe and beyond.

Speakers:
Jens-Michael Peters, Head of CX, Innogy

As colleagues, business executives and CX professionals may rarely disagree that customer experience is key to financial success, yet they have a common challenge in proving it with numbers.  Ultimately, companies and the management are judged by the amount of profit and shareholder returns. However, the  accounting frameworks weren’t built around the customer, which is why it is often a mystery how much a certain change in the level of customer experience may affect the bottom line. Or conversely, it is anyone’s guess how much of the annual profit is actually attributable to customer experience improvements. To address this challenge, CX pros and their colleagues must connect CX to the money story. Join this session to learn how, based on the latest research insights from Forrester.

Speakers:
Tom Mouhsian, Principal Analyst, Forrester

Speakers:
Tim Oliver, Group Chief Customer & Marketing Officer, FWD Insurance
Rusty Warner, VP, Principal Analyst, Forrester

Customer Excellence is an Allianz Program that puts the customer at the heart of everything we do. The program consists of a journey optimization approach as well as a Voice of the Customer tool. The tool enables the Allianz entities to solve concrete customer issues in real time and to improve customer journeys systematically. Additionally the program cares for global capability building and an exchange between the different Allianz entities around the world.

Speakers:
Simone Correll, Global Customer Excellence Program Manager, Allianz

More and more companies are prioritizing design but many jeopardize their efforts by falling for widespread myths about what design is, who should do it, and how to do it. In this session, David Truog will debunk these myths and discuss how to help your firm overcome them, by 1) designing well through a combination of both art and science; 2) ensuring you blend democratization, expertise, and representativeness on your design teams; 3) innovating empirically — prioritizing evidence over instinct; and 4) iterating insightfully — delivering value and quality to reveal and meet user needs.

Speakers:
David Truog, VP, Research Director, Forrester

The most disruptive firms must digitally engage customers within and across the online and physical worlds.  Leveraging locational information they excel at understanding the context of customer engagements which they use to enhance experiences at scales that make a difference.  Forrester calls this practice location intelligence. Don’t get left behind and make sure you hone and apply your firm’s location intelligence to sharpen its online, physical world and hybrid experiences. During his talk, James McCormick will explore how a strategic approach to location intelligence will help your firm win in the age of the customer. He will discuss the new urgency for location intelligence and why its renaissance is happening now; examples of how leading firms providing winning experiences with location intelligence; and what approaches your firm must take to adopt and mature its location intelligence capabilities.

Speakers:
James McCormick, Principal Analyst, Forrester