8:30    

Registration and Coffee 

9.00 

 Welcome:

James  Rapinac, Gallup Consulting, Steve Hurst, Customer Engagement Club 

Keynote/Q & A -  Market Overview from the FSA 

Overview of the state of the Financial Services sector and how regulatory changes will impact the industry and its relationship with customers

Nadege Genetay - Head of Redress Unit ,FSA

9:50

Worldclass customer service – lip service or absolute priority?

Unlike volatile equity markets and venture investors, loyal customers can be counted upon to build a solid revenue base as well as deliver growth and profits.  But what is it that actually makes customers loyal?  Gallup research shows that people stay faithful to brands that earn both their rational satisfaction and their deeply felt affection.  No matter what the industry, there’s an emotional element to how a customer interacts with a brand.  Although most organisations claim that their employees are their greatest asset and their number one priority is delivering worldclass customer service, the reality is frequently quite different.  Peter will share how companies who are very deliberately managing employee and customer engagement to impact service quality and reduce service variation, have substantially improved their profitability and growth. 

Peter Flade -  Senior Managing Partner, Gallup Consulting

Paul Scott, Director of Strategic Partnerships – Merchants, takes a look at the financial sector trends from the Dimension Data Global Contact Centre Benchmarking Report and shares some insights that are driving successful strategic outsourcing

Paul Scott, Director of Strategic Partnerships – Merchants

11:40

.'How technology can boost customer engagement in Financial Services'

Conrad will discuss the role of technologies in helping customer engagement in Financial Services. Using real life examples he’ll show how new technologies and complexity need not compromise the goal of getting closer to our customers

Complaints handling – turning a crisis into an opportunity

 The number of complaints handled by the Financial Services Ombudsman has more than doubled in the last 4 years, presenting a huge challenge for financial services organisations just in terms of administration and processing. Andy Scott, head of Customer Experience, Banking & Financial Services, at Firstsource Solutions, explains how complaints need to be tackled not just as a problem to be solved, but  as an opportunity to develop a more positive customer experience and as a platform for adding value to the business. How can the financial services industry not only handle the rising number of complaints to achieve productive, profitable and positive outcomes for all concerned as well as transform the public perceptions of banks and financial services companies?

Andy Scott, Head of Customer Experience, Banking & Financial Services, Firstsource

13:00

 Lunch

14:00

Peter Flade, Steve Hurst, Conrad Simpson, Deborah Eastman, Andy Scott, Paul Scott , Anthony Thomson

15:00 

Metro Bank’s proposition is all about giving customers a better experience. Anthony Thomson, co-founder and chairman, describes Metro Bank’s differentiated model, it’s unique culture and its relentless execution, which is attracting over 1000 new customers every week

Anthony Thomson, Chairman, Metro Bank

15:50 

Aviva’s journey to customer centricity - Case Study

Driving change in a changing industry

Transforming a business to get more from less is never easy and when that business operates in a sector that itself is going through rapid and fundamental change it becomes even more of a challenge. At fast growing Wealth Advice organisation Towry, chief executive Andrew Fisher has spent the past six years doing just that.  Here Andrew gives an entertaining and thought provoking blow by blow account of how he has implemented the cultural changes that  focussed on the needs of the customer, turning a loss making organisation into a profitable one

Andrew Fisher, CEO, Towry

 Forum Summary, Steve Hurst , Chairman followed by Networking & Drinks

  DIRECTIONS & HOTELS

 Free to attend for senior customer engagement professionals 

For speaking enquiries contact Steve Hurst steve@ictcomms.com  For all other matters contact Chris Wood chris@ictcomms.com

Agenda subject to change and alteration for circumstances beyond the control of the organiser