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Customer Experience Leaders' Top 10 Investment Priorities

Customer Experience Leaders' Top 10 Investment Priorities

Ahead of the Customer Experience Exchange for Financial Services, we surveyed our elite group of customer experience leaders attending the event to understand their biggest CX challenges, and which tools and solutions they plan to invest in over the next 6 - 18 months to build customer trust and drive profitable growth with a holistic customer experience strategy. 

Proactively Engaging your Customers to Win Trust & Share of Wallet

Our experts; Lucas Freed, Vice President, Customer Experience & Cross-Sell;  Kyle Okimoto, Executive Vice President, E*Trade and Kristin Julbert, Director, Client Experience & Business Process, BBVA Compass shared their advice on how to win your customers’ trust, revealing the factor crucial for success is not what you say, but what you do. Trust is a key driver for customers to repeat investment in your product, and in order to build this trust your brand needs to be consistent. This is easier said than done, but watch our panel discussion and find out what our speakers have found to be the best approach.  
The Changing Face of the Financial Services Customer

The Changing Face of the Financial Services Customer

Nowadays customers are more savvy than ever before. Whatever their purchase, customers want their experience to be consistent, with their problems solved quickly, and with full transparency. Financial Services across North America have woken up to this and are now becoming much more competitive through their customer experience strategies. However, there is a lot of work to do. Lack of trust, lack of ROI and big investments means that building a customer experience department is still seen as risky business. However, this is where the true competitive differentiator lies.
Personalization vs Automation

Personalization vs Automation

Customers are engaging with FS organizations in a much more sophisticated way than ever before, with the emergence of digital handing the power directly to the customer. But how are organizations using emotional engagement, personalization, even individualization in the fight to remaining competitive? How are the biggest FS players delivering a personalized experience? Can this even be done without the use of automated systems to service their customers on a mass basis? 

These are critical questions asked of experts within the FS industry including from MasterCard; AXA; Fidelity; BBVA  and many more. 

Customer Experience Exchange for Financial Services 2016 Post Event Report

Customer Experience Exchange for Financial Services 2016 Post Event Report

Take a look at the 2016 Post Event Report to gain access to exclusive interviews, presentations as well as insights into the critical challenges that were discussed at the Exchange and much more!

Welcome to Digital Disruption

Welcome to Digital Disruption

Buying behavior have forever changed with customers in all markets. As a result, financial firms now need to compete with a whole new kind of ‘great’ experience. Ulrika from Lithium takes the audience through how FS organizations can allow customers to take charge through digital.

Future Trends Report

Future Trends Report

The pace of change within the BFSI sector is increasing at a very fast rate, with disruptors around every corner. 

It’s now common knowledge that companies offering only out-dated solutions to customers will become irrelevant incredibly quickly. If you’re not online, mobile-friendly and able to digitally offer services, then you need to make sure you invest in the right technology as soon as possible.

Download this exclusive report to discover how BFSI industry leaders are ensuring thier strategies are fit for purpose in this ever changing industry, the report also features insight from CX solutions and service providers, making it a must read!

BFSI Investments: The CX Report

BFSI Investments: The CX Report

North America’s top Customer Experience executives within the Banking, Financial Services and Insurance industries have shared the challenges and investment areas that are shaping their 2018 strategies in this definitive guide into CX budget assignment. The proliferation of new technologies and the ever-changing nature of customer interaction make for a fresh myriad of challenges for those ultimately responsible for these strategies.

So which challenges are keeping executives awake at night? And which services and solutions are they prioritizing with 2018 just around the corner? This in-depth research seeks to outline these critical questions and help better understand marketing spend.

THE RESEARCH

This report has been created with insight from senior executives who are attending the Customer Experience Exchange BFSI, to meet with providers in an one-on-one setting, who can hopefully help them resolve their biggest challenges. Featuring a full analysis of the most critical challenges facing those responsible for the CX / UX functions and offering insight into which solutions and services look set to top investment in 2018. You will also see a full industry breakdown as well as full financial breakdown of the executives who took part in this research and much, much more.

So how are BFSI organizations coping with the changing consumer expectations? And which challenges are they most worried about as we move into 2018? Simply download to find out!

Customer Experience Exchange for BFSI Post Event Report 2017

Customer Experience Exchange for BFSI Post Event Report 2017

This post event report outlines these and many more central themes that arose from discussing the challenges and trends driving high levels of investment across the broad technology and service provider landscape. With exclusive presentations, statics and insight from the Exchange, we hope you find this report useful!

Customer Experience Exchange Investment Priorities 2018

NORTH AMERICA'S TOP CX EXECUTIVES IN THE BANKING, FINANCIAL SERVICES & INSURANCE

INDUSTRIES HAVE SHARED WITH US THE TOP INVESTMENT PRIORITIES SHAPING THEIR STRATEGIES FOR 2019 AND ARE COMING TO THE EXCHANGE IN OCTOBER TO ENGAGE WITH THE LEADING PROVIDERS