HSBC, Barclays, and Citibank Divulge Their Industry Secrets for Keeping Customers Happy - and Coming Back!
LONDON, July 19, 2013 /PRNewswire/ --
According to a CEI Survey, 86% of buyers will pay more for a better Customer Experience. But only 1% of customers feel that vendors consistently meet their expectations.
This is particularly true within Financial Services. 'Confidence and trust have traditionally been synonymous with banking…in recent years banks, along with other financial services, have lost people's trust and confidence.' -Martin Wheatly, Head of the FSA
Martin Dowson, CX expert to Financial Services, believes the key challenges Financial Services organisations face is their legacy, both technological and cultural. However before they can start moving forward with their Customer Experience strategies for Q3/Q4, they need to review the three pillars of the customer experience maturity model: Insight, Culture and Capability.
He discussed this in a recent interview with Customer Management IQ, which highlighted the key trends for Financial Services for 2014 will be surrounding multi- and omni-channel marketing. Also, the most important factor to transform a company into a customer-led company is "a customer led strategy…not a strategy that says we aim to deliver differentiated customer experience. They really want to know what that means tangibly to a customer."
Martin will be discussing these topics further alongside Customer Experience leaders from Direct Line, Lloyds and Morgan Stanley at the Customer Experience Transformation: Financial Services Summit this September in London. 100 senior executives, will learn effective methods for transforming their customers' experience across five key areas:
- Engaging an increasingly savvy customer through seamless experience
- Building trust and loyalty with an increasingly sceptical customer base
- Embedding a customer-centric culture to support transformation within your organization
- Discovering and harnessing key super-promoters amongst executive sponsors
- Investing and improving wisely to ensure excellence in execution of Customer Experience strategy
Attendees will also hear from providers of solutions to their challenges from companies including Tealeaf, Interactive Intelligence Group, LivePerson, LogMeIn, Rapide Communication, Matssoft and HP Exstream.
Find the full program, speaker list and registration form at http://www.customerexperiencefinance.com/news, call +44(0)20-7036-1300 or email [email protected].
Media contact: Nishkala Thiru, +44(0)20-7368-9725, [email protected] or visit http://www.customerexperiencefinance.com/news.
Press are invited to attend this important industry forum. If you would like a complimentary press pass please email Nishkala Thiru at [email protected]
SOURCE Customer Management iQ
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