Future Branches EU 2022

2022

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Lynne Pitwood, Head of Customer Experience at Newcastle Building Society
Newcastle Building Society Logo

Lynne Pitwood


Head of Customer Experience
Newcastle Building Society

Lynne heads up customer experience at Newcastle Building Society. She is responsible for creating and delivering a CX strategy which will meet current and future customer requirements. Lynne’s long-term focus at the building society is to align the overall business strategy and objectives for the next 3-5 years, and to deliver a consistent omni-channel CX. During Lynne’s 20 year career she has garnered expertise in marketing, customer insight, strategic business analysis, marketing database development and communications.

Check out the incredible speaker line-up to see who will be joining Lynne.

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DAY TWO-

2:00 PM Case Study Interactive: Starting from scratch: How to redesign your customer journey roadmap using customer insights and real-time market research

Ø  Building a view of the customer across channels: How to extract actionable data insights to build a better view of customer preferences to help create a connected customer journey roadmap
Ø  Helping customers’ on their financial journey: How to shift employee mind-sets from sales-first focus to a customer advisory focus
Ø  Exploring channel usage from different customer clusters: How to determine whether human-centred interaction or digital-first services are best placed to get the most out of every customer interaction?
Ø  Becoming truly Omni-channel: How can you best review your IT infrastructure and CRM system to improve collaboration between your IT and CX teams? 

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