Kate Nightingale
Founder
Style Psychology
Check out the incredible speaker line-up to see who will be joining Kate.
Download The Latest AgendaDAY ONE-
9:20 AM Fire-side Chat: The future is opti-channel: How can you make a transition from channel-centric to customer-centric banking to provide real value-add to your customer base and boost brand loyalty?
Ø The optimum banking channels for your customer: How can you best analyse the customer journey to understand the optimum channels for your different client segments to deliver a best in class CX?
Ø How to leverage digitally-driven capabilities to better engage with customers in their chosen channel and deliver a greater experience that solves their needs
Ø How to build the infrastructure and capabilities needed to identify which channel is the most suitable and cost efficient for different customers’
Ø Keeping pace with today’s consumer: How to integrate digital platforms into legacy systems to improve management and delivery of cross-channel customer journeys with connected information
DAY TWO-
2:00 PM Creative Boardroom: Bringing emotion back to banking: How to make the branch the voice of your brand story and values to increase customer engagement
Ø Why emotions are a key contributor to the customer experience and how to align them with your commercial objectives
Ø Brands are Human: How to humanise your brand and ensure your branch is the best expression of your organisations personality and values
Ø How the role of your branch differ to the role of other channels in your wider customer experience and what it means for in-branch services
Ø How to build higher engagement with the use of the right sensory experience
Ø How to inspire your cross-department employees and branch advisors to create consistent and powerful experiences
