Customer Engagement in Financial Services, 13th October, London

The Financial Services sector is under pressure to get its customer offering back on track. That pressure comes from consumers, who have lost trust in the sector for a host of reasons, and also from regulatory bodies such as the FSA, who are introducing a roster of changes that impact on the relationship between financial services providers and those who use their products and services.

The Customer Engagement Club Directors Forum on Customer Engagement in Financial Services will highlight the key issues and challenges facing the much maligned financial services sector and its relationships with customers and come up with the solutions to those challenges.

Delegates will learn:

• The strategies financial services organisations are employing to regain customer trust
• How the FSA is bringing in new regulations aimed at ensuring the sector improves its customer service outcomes
• What world class organisations in the sector are leading through genuinely customer centric strategies
• How to differentiate your organisation and win customer trust and gain competitive advantage
•  How to measure and quantify the business benefits of engaging customers across channels

Speakers todate include: Towry, Metro Bank, Barclays, Wells Fargo, FSA, Gallup Consulting, Satmetrix, Aviva, Orange/T-Mobile, Interactive Intelligence

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Customer Engagement Strategy and Measurement, 3rd November, London

The Customer Engagement Strategy and Measurement Directors Forum will look at the issues and challenges facing organisations operating in a multichannel environment - where obtaining a single view of the customer is an increasingly complex yet vital component of customer engagement strategy and measurement.

This Directors Forum will examine the rapid changes in the dynamics of customer relationships and where organisations need more than ever to be where their ever more demanding and savvy customers are. Customer behaviour understanding and insight are keys to developing a successful engagement strategy and in measuring that success.

Delegates will learn:
• How gaining a single customer view can enhance your engagement and measurement strategies
• How world class organisations are using engagement measurement to improve service and gain competitive advantage
• How to gain the customer insight and understanding needed in a multichannel environment
• How to differentiate your organisation from others through effective customer engagement and measurement strategies
• How to measure and quantify the business benefits that come effective engagement and measurement strategies

Speakers todate include: Foviance, Gallup Consulting, John Lewis, BSkyB, Camelot, Google, Barclays

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Employee Engagement and Customer Engagement, 8th December, London

The Customer Engagement Club Directors Forum on Employee and Customer Engagement will examine the key issues and challenges that organisations are facing in this hottest of business topics. The need for organisations to engage and properly direct their people in  tough economic conditions is one of the biggest boardroom issues of our times.

This Directors Forum will lift the lid on the employee engagement strategies that are making some organisations winners and where the links between employee and customer engagement are being leveraged to provide benefits to all stakeholders and gain competitive advantage.

Delegates will learn:
• How world class organisations are using employee and customer engagement strategies for competitive advantage
• The latest thinking on the links between employee and customer engagement and the strategies that guarantee success
• How to get the best from our people to guarantee consistent delivery of customer service excellence across channels
• How economic conditions are determining employee engagement strategies and how to keep your best people
• The performance and profitability advantages that result from aligning your employee and customer engagement strategies

Speakers todate include: David Macleod, Professor Katie Truss, Angela Baron (CIPD) Peter Sinden, LV, Gallup Consulting, Kia Motors, Aviva, Grass Roots

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Free to attend for :
Customer Service Directors/Senior Management, Contact Centre Directors/Senior Management, HR Directors/Senior Management, Marketing Directors/Senior Management, Social Media Directors/Senior Management, CRM Directors/Senior Management, Operations Directors/Senior Management, CIOs and all others responsible for customer engagement and employee engagement strategies and operations across all channels.

Service Providers & Vendors are welcome to attend upon paymnet of a delegate fee of £495+VAT (Fee includes lunch, all sessions, tea/coffee, delegate pack and networking function )

For sponsorship information contact Chris Wood chris@ictcomms.com 

• Multichannel Directors Forum 29/6/2011
• B2B Customer Engagement Directors Forum 11/5/2011
• Social Media & Mobile Engagement Directors Forum 3/3/2011 
• Employee Engagement Directors Forum: 25/11/2010