XM LIVE

How brands in financial services design and improve experiences


After a year of huge disruption, it's time to shift the focus to how the financial services industry can understand and delight the new type of customers and employees that have emerged during this time. Because we know needs and behaviours have changed forever. Now we need to urgently be doing something about it.

Join Qualtrics and some of APAC’s leading FSI organisations as we explore how the industry is taking action to design and improve experiences in a world that’s changed forever. Through a collection of engaging, real-life examples, and drawing on new research from Qualtrics, you’ll learn:

  • The latest trends and behaviours driving customer and employee expectations in the FSI industry
  • How to quickly and effectively adjust listening programs for modern business environments
  • Tangible ways to improve the experiences delivered by placing insights at the core of services and product innovation

Agenda

  • Introduction: Experience Design + Experience Improvement in FSI
    As we move forward from the pandemic, there are two things that will set every business and government apart - Experience Design and Experience Improvement. Discover how to unlock the value of both.
    Brigid Archibald, Managing Director, Asia Pacific & Japan, Qualtrics

  • The APAC FSI 2021 Trends Study: What’s driving great experiences in the new normal?
    A deep dive into the latest trends driving customer experience in the financial services industry, based on new research from Qualtrics. This study explores consumers’ current spending habits and behaviours, as well as current satisfaction, experiences, and preferences when engaging with financial service companies - across banking, investment, and insurance.
    Harish Agarwala, Head of CX Solutions Strategy, SEA, India & GC, Qualtrics
    Eleanor O’Dwyer-Duggan, Solutions Strategist, CoreXM, SEA, India & GC, Qualtrics


  • Customer showcase
    Listen in as Standard Chartered, ANZ, UOB Bank, Bank of Ayudhya and bolttech share how they are embarking on a journey of experience transformation.

    How to benefit from 5 voices
    Millie Gillon, Global Head of Client Experience, MD, Retail Banking, Standard Chartered

    Using XM to design and improve the customer and employee experience at ANZ
    Michael Kalkaus, Product Owner - Research & Analytics, ANZ

    Implementing EX: Lessons learnt
    Vikas Verma, Director, Head HR Strategy, United Overseas Bank

    Customer experience design and improvement
    Chatrudee Ngamvalairatt, EVP, Customer Experience Management, Bank of Ayudhya

    Transforming the future of insurance by improving CX
    Ryan Mascarenhas, Group Chief Customer Officer, bolttech
    Andrea Linander, Group Customer Experience Lead, bolttech

Watch Now

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Featuring


Picture of Millie Gillon

Millie Gillon

Global Head of Client Experience, MD, Retail Banking, Standard Chartered

Picture of Michael Kalkaus

Michael Kalkaus

Product Owner - Research & Analytics, ANZ

Picture of Chatrudee Ngamvalairatt

Chatrudee Ngamvalairatt

EVP, Customer Experience Management, Bank of Ayudhya

Picture of Vikas Verma

Vikas Verma

Executive Director, Head of HR Strategy, UOB

Picture of Andrea Linander

Andrea Linander

Group Customer Experience Lead, bolttech

Picture of Ryan Mascarenhas

Ryan Mascarenhas

Group Chief Customer Officer, bolttech

Picture of Brigid Archibald

Brigid Archibald

Managing Director, Asia Pacific & Japan, Qualtrics

Picture of Eleanor O'Dwyer-Duggan

Eleanor O'Dwyer-Duggan

Senior Research Solution Strategist, Qualtrics

Picture of Harish Agarwala

Harish Agarwala

Head of CX Solutions Strategy, SEA, Qualtrics

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