Agenda
Times are changing and brands have to create the digital capabilities to meet the demands of their markets.
In the new reality, your client is in control of the relationship with your brands. Their behaviour is changing: how they buy, how they use a service or product, their level of loyalty and their probability of repurchase.
Are you ready for the “connected customer”?
The Connected Customer
Registration and breakfast (tea, coffee and breakfast rolls)
Opening remarks and order of the day.
Speakers:
David Cowan, Managing Director, The Financial Services Forum
Alex Sword, Editor, The Financial Services Forum
Report Insights Presentation:
In the wake of customers’ accelerated shift towards digitalisation, an irreversible change has taken place: the customer is now connected to the world, and, by extension, to any company. They no longer see brands as suppliers from whom they occasionally make purchases, but as entities with whom they enjoy a relationship. This comes with expectations of seamless, responsive, and relevant communication. Brands need to be ready to meet these expectations, digital maturity and a solid CRM framework should deliver on this objective.
Speakers
Hideki Hashimura, CRM/CX Strategist and CMO, redk
Alex Sword, Editor, The Financial Services Forum
Why implementing CRM successfully is much more than just software. Strategy and methodology are the keys to success:
Why implementing CRM successfully is much more than just
software. Data is the most important digital asset a company can
have, if done properly Data is the foundation of marketing
effectiveness. When implementing CRM, having a sound strategy
and methodology are keys to long term success.
Speakers
Tom Jeanes, UK Commercial Lead, redk
Faye Williams, Internal Sales Director, Time Investments
The importance of data as a good foundation for CRM and growth:
The importance of data as a good foundation for CRM and growth.
New technology needs to help organisations manage data as it is
the most valuable digital asset for businesses. We will learn how
understanding data can help organisations create the right
architecture of systems and applications to drive efficiency and
growth.
Speakers
Lizzie Heywood, Customer Success Manager, SugarCRM
Ann Shackleton, Head of CRM, Cochrane
A sound technology strategy should deliver a a CRM Digital Framework that serves as the foundation for growth. Building a powerful CRM strategy presents many challenges as businesses face ongoing changes on their respective markets. Delivering with speed and quality is especially challenging when businesses are growing fast. In this talk will learn valuable lessons on what it takes to to overcome the challenges of achieving digital maturity.
Speakers
Hideki Hashimura, CMO, redk
Tom Laidlaw, Chief Digital Officer, Frieze
Building fluid customer experiences that are personalised, fast and effective:
Organisations in fast paced sectors are faced with the challenge of
building fluid customer experiences; experiences that are
personalised, fast, and effective.
In this conversation with an expert in the Fintech space, we will learn
about what it takes to enhance customer service operations and
impact positively in the customer experience, and how this, in place,
impacts the business ability to drive growth.
Speakers
George Cox, Project Lead, redk
Alicia Campbell, Enterprise Account Executive - Financial Services, Zendesk
Sarah Stocks, Global Director of Customer Success & Customer Support, Merkle Science
By now, most people have heard of the amazing technology behind
ChatGPT and its capabilities. But how can companies take advantage
of this technology in the real world? The team from ADA will talk to
about how Intelligent automation is bringing AI into the work place
through the use of “virtual assistants”. Autonomy, personalisation,
speed, scalability are some of the things we can expect to be used to
improve better experiences throughout the customer journeys.
Why impacting the employee experience is more important than ever and how to create working environments that boost efficiency and output:
Impacting employee experience is more important than ever, creating
working environments that boost efficiency and output is a challenge
in a world of distractions.
With team members working remotely having the right collaboration
technology becomes a key driver to deliver on business outcomes
whilst keeping employee experience a priority.
Speakers
George Graham, Enterprise Account Manager, monday.com
Carla Bishop, Head of Client Relationships, Eight Wealth Management Ltd
A discussion based on Forrester Research and the Connected Customer report. Followed by Q&A opportunities.
Speakers
Chair: Alex Sword, Editor, The Financial Services Forum