XM Knowledge Base
FINANCIAL SERVICES EXECUTIVE ROUNDTABLE
CX in financial services today – lessons from market leaders
Location: Qualtrics, WeWork Waterloo - 10 York Rd, London SE1 7ND, United Kingdom
Industry and digital disruption are accelerating in financial services today. In an increasingly crowded market, first-movers are looking beyond legacy CX methodologies to put clear blue water between them and the competition.
In this intimate, invitation-only roundtable, you will learn how leaders are:
• Harnessing an ever richer array of data sources
• Rethinking journey measurement & optimization
• Humanizing digital experiences
• Doubling down on governance & accountability
Don't miss this opportunity to network with industry peers, across banking and insurance, and learn what CX leaders do differently.
The proposed agenda is as follows:
June 7th
- 8.00 - 9:00am- Registration & Breakfast
- 9.00 - 9:15am - Welcome Remarks
- 9:15 - 10:00am - Introductions
- 10:00 - 10:45am - Customer Centricity Trends & Insights – what CX leaders do differently
• Moving from sampled to solicited – broadening the signal field
• Rethinking journey measurement & optimization
• Humanizing digital experiences - 10:45 - 11:00am - Coffee Break
- 11:00 -11:45 am - Governance & Accountability – how leaders maximize value from CX
• Determining the right governance model
• Driving engagement from front- to back-office - 12:00 -14:00 pm Lunch and networking
Featuring
Christopher Colley
Global Head of Industry Advisory, Financial Services
Recognised as one of the UK's top Customer Experience (CX) professionals (Customer Experience Magazine), Christopher works with large, multinational banks and insurers to implement strategies to repair, manage and grow profitable businesses. He frequently speaks publicly about CX at top industry events, and has made numerous media contributions to leading platforms including Forbes, Global Banking and Finance Review, and Raconteur in The Sunday Times. Prior to joining Qualtrics, Christopher was a foundational member of the digital innovation teams at both PwC and Barclays, where he led customer-centric transformation projects across both retail and wholesale banking.