A fast moving and interactive conference that explored a wide range of customer experience elements.

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1 20:20 Customer Experience: Financial Services Cultivating customer culture, growing digital channels and creating measurable change 17th March 2015 Radisson Blu Portman, London 20:20 Customer Insight and Analytics in Financial Services Embracing data challenges and applying analytics to the customer journey 18th March 2015 Radisson Blu Portman, London 20:20 Customer Experience speakers include: Chris Brindley Managing Director, Regional Banking Metro Bank 20:20 Customer Insight and Analytics speakers include: Tim Hulbert Managing Director, Head of Insight & Research Barclays Mark Evans Marketing Director Ciaran Astin Director of Customer Value and Development Clive Grinyer Customer Experience Director Barclays Bank David Martin Director of SME Markets Allianz Mike Jackson Director, Financial Services John Lewis Iqbal Adjali Head of Analytics LV= Stephanie Smith Director of Operations, Retail Allianz John Sills Head of Customer Innovation and Perception HSBC Peter Norris Head of Customer Experience Royal Bank of Scotland Jonathan Mansley Head of CRM Aviva 70 + Financial Institutions Represented Last Year attendees last year 250 Save 25% when you book a place at both conferences Discounted financial institution s rate available A fast moving and interactive conference that explored a wide range of customer experience elements. Head of Customer Experience, Principality Building Society

2 As increasing political, public, and regulatory scrutiny highlights the importance of customer experience, financial service providers face tough challenges of adaptation and improvement. Join us at these two market leading events to understand how outstanding customer experience can be achieved through best practice and how analytics and data can be managed to ensure value for your company and customers. 20:20 Customer Experience: Financial Services brings together over 150 senior delegates to discuss fresh strategies for putting the customer at the heart of their business and creating positive, lasting customer relationships. 20:20 Customer Insight and Analytics in Financial Services is a cutting edge conference which tackles the expanding role of data and analytics in understanding customers and the challenges for financial service providers as they seek to use insight to improve the customer experience. Topics to be discussed: How to drive customer centricity through cultural and competitive change Optimising the digital customer experience as channel behaviours evolve Developing call centres, video technology and face-to-face to improve customer contact Measuring customer experience and using insight from customer data The role of branding, complaints service and social media in the overall customer experience Creating a cohesive data strategy and proving the value of analytics Focussing analytics and gaining insights to personalise the customer proposition Incorporating new data sources and enabling access and usability Fostering cooperation and communications between analytics and customer teams Understanding and preparing for future legal and ethical challenges in data Why you should join us: Better understand what is on the horizon for customer experience professionals Hear a range of perspectives with a selection of case studies from top financial services brands Pose your questions to the industry's leaders and customer experience experts Network with 250 attendees across two days during our lunch and refreshment breaks Comments from our delegates: An astonishingly high calibre of speakers Maz Hayes, Cognifide Some excellent speakers with insightful views. Both interesting and useful takeaways. Carolyn Weird, Fidelity Worldwide Investment Interested in speaking, exhibiting or hosting an event around the conference There are a limited number of opportunities to engage key decision makers through speaking, exhibiting and other tailored packages. For more details, please get in touch: Tel: +44 (0) attendee profile: Last year, 250 attendees joined us at these events, including representatives of: Ageas Insurance AIB Group Allianz Group Aviva AXA Group Bank of Ireland Barclays Group BlackRock BNP Paribas Securities Services Capital One Coventry Building Society Domestic & General Group Engage Mutual Assurance Erste Bank Fidelity Worldwide Investment Financial Conduct Authority Finansbank First Direct Hastings Insurance Group Hiscox HSBC Bank Information Commissioners Investec John Lewis Insurance Legal & General Legal & General Investment Management Lloyds Banking Group LV= Moneysupermarket.com MORE TH>N Motor Insurers Bureau NFU Mutual Premium Credit Protect Prudential Regis Mutual Management Royal Bank of Scotland RSA Group Santander Santander Consumer Finance Scottish Widows St James s Place Wealth Management Swinton Group Swiss Post TEB Tesco Bank The Co-operative Group Visa Western Union William Hill Zurich Insurance Group Join the debate on twitter using the hashtag #CEFS15 or BOOK ONLINE

3 20:20 Customer Experience: Financial Services Cultivating customer culture, growing digital channels and creating measurable change 17th March 2015, Radisson Blu Portman, London For more information visit: Welcome address by Juliet Knight, Managing Director, Marketforce Chairman s opening remarks 1 Driving customer centricity Creating fans not customers Revolutionising UK banking through proactive customer service Love your bank at last : developing stronger customer relationships and trust Inviting interactions: increasing contact and actively seeking feedback from customers to create fans Surprising and delighting customers with amazing values and behaviours, no stupid rules and involvement in the local community Chris Brindley, Managing Director, Regional Banking, Metro Bank Relaunching Direct Line as a customer-driven insurer Rebranding and redefining the value of insurance for customers Top-to-bottom culture change: retraining staff and reforming internal processes Updating systems and databases to enable efficient customer operations Getting back on top: can Direct Line turn itself around Mark Evans, Marketing Director, Building a customer-centric culture Understanding the key ingredients of a customer-centric culture Giving staff an investment in customer service success the power of ownership Building a trust-inspiring brand in the financial services: what are the challenges Mike Jackson, Director, Financial Services, John Lewis Advisory session Building a competitive, customer-centric organisation How can customer-facing strategies be used to drive profits and profile When is customer service, good or bad, enough to make people switch How are challengers and disrupters changing the market To what extent are legacy systems holding back customer service progress Are competitive prices and personalised customer service mutually exclusive How can personalised customer service be made costeffective What makes an organisation s customer experience truly stand out Chris Brindley, Managing Director, Regional Banking, Metro Bank Mark Evans, Marketing Director, Mike Jackson, Director, Financial Services, John Lewis Refreshments 2 3 Optimising the digital Stream A: customer experience Delivering a seamless omnichannel experience Alastair Smith, Head of Customer Service, Santander Engaging customers through digital channels Clive Grinyer, Customer Experience Director, Barclays Bank Advisory session Creating a successful mobile experience Alastair Smith, Head of Customer Service, Santander Clive Grinyer, Customer Experience Director, Barclays Bank Allister Green, Business Development Controller, Cumberland Building Society Giving customer experience Stream B: the human touch The evolving role of contact centres Stephanie Smith, Director of Operations, Retail, Allianz Case Study Using video for advisory Ragnar Toomla, Head of e-channels, SEB Bankas Advisory session Lunch Optimising face-to-face contact Stephanie Smith, Director of Operations, Retail, Allianz Ragnar Toomla, Head of e-channels, SEB Bankas Derek French, Director, Campaign for Community Banking Services Insight and analytics for a Stream C: better customer journey Using insight to personalise the customer experience Matt Ward, Lead Customer Strategist, Aegon UK Advisory session Questions Stream D: Roundtable discussions Delegates will register prior to the event if they wish to participate in one of the facilitated roundtable discussions in this session. Tables will have half an hour to discuss one of the following themes and then each will share a summary of their conclusions with the room. TELEPHONE +44 (0)

4 14.15 Roundtable discussions include: Building a business case for investment in customer experience Wowing customers cost effectively Ensuring cross-departmental buy-in for customer excellence Understanding customer complaints and enabling service recovery Optimising the digital experience for users Building a positive social community around your brand Summary and conclusions 15:05 Refreshments 4 Measuring customer experience Advisory session Mobile Voting Trends in customer experience measurement Delegates will vote on questions regarding customer experience metrics and measurements in their organisations. The panel will then discuss the role of metrics in improving the customer experience, as well as the limitations and challenges of quantifying customer sentiment. Topics to be discussed include: Measurements used in customer experience: the effectiveness of NPS, CSAT and Effort Which measurement best reflects the customer s perspective and why Customer metrics in use: setting targets, calculating bonuses and promoting service Measuring staff performance: the role of customer feedback, targets and personal goals Measuring customer satisfaction on social media: understanding comments in context Stephen Ingledew, Managing Director, Customer & Marketing, Standard Life Peter Norris, Head of Customer Experience, Royal Bank of Scotland Prof. Moira Clark, Director of the Henley Centre for Customer Management, Henley Business School 5 Embodying brand values Advisory session Case Study Challenging colleagues to deliver the changes customers want Listening and understanding customer needs and friction points Reforming processes, policy and platforms to create an industry leading experience Engaging across the business to inspire excellence and enthusiasm Case Study Al Rayan Bank (formerly the Islamic Bank of Britain) Building on a fair and ethical foundation to put customers first Al Rayan Bank is the UK s only stand-alone Islamic bank and provides a wide range of Islamic financial products including home finance, business banking, savings products and wealth management services. Ranked as one of the top 5 ethical current account providers, the bank s approach is built on the principal of providing services in a fair, ethical and socially responsible manner. Hear from Tim Sinclair, Head of Marketing and Online Channels on how strong honest foundations translate into high customer satisfaction and regulatory praise. Tim Sinclair, Head of Marketing and Online Channels, Al Rayan Bank (formerly the Islamic Bank of Britain) Questions Chair s closing remarks and end of conference 20:20 Customer Insight and Analytics in Financial Services Embracing data challenges and applying analytics to the customer journey 18th March 2015, Radisson Blu Portman, London For more information visit: Welcome address by Juliet Knight, Managing Director, Marketforce Chairman s opening remarks 1 Embracing the opportunities of insight and analytics Transforming the customer experience through data-driven decision making David Martin, Director of SME Markets, Allianz Extracting value from data through insight-driven analytics Iqbal Adjali, Head of Analytics, LV= Securing board buy-in: ensuring analytics is at the heart of your organisation Tim Hulbert, Managing Director, Head of Insight & Research, Barclays Advisory session Using analytics to transform customer experience What role can analytics play in customer experience decision making How can Customer Experience Analytics (CEA) be successfully implemented Will CEA revolutionise companies approach to customer loyalty How can different data sources best be integrated to create cross-functional views How can the right talent be found to gain maximum value from customer analytics To what extent can insight ultimately create unique customer journeys David Martin, Director of SME Markets, Allianz Iqbal Adjali, Head of Analytics, LV= Tim Hulbert, Managing Director, Head of Insight & Research, Barclays BOOK ONLINE

5 11.00 Refreshments 2 3 Using analytics to personalise Stream A: the customer proposition Qualitative vs quantitative data: assessing the best way to uncover customer needs Jonathan Mansley, Head of CRM, Aviva Advisory session Targeted segmentation: increasing ARPU through analyticsgained insight Howard Barber, Head of CRM and Analytics, Standard Life Group Questions Incorporating new data sources Stream B: in analytics How can unstructured data be effectively managed Advisory session Doing Big Data right: implementing an analytics business strategy Duncan Shaw, Lecturer in Information Systems, University of Nottingham Questions Lunch Insight and analytics for a Stream C: better customer journey An operational view of customer insight: translating insight into action James Lawther, Head of Insight and Improvement, RSA Group Advisory session How behavioural economic insight can improve customer journey design John Sills, Head of Customer Innovation and Perception, HSBC Ask the Experts Delegates will discuss the key themes of the session at their tables before nominating a member to deliver a single critical question to the speakers. James Lawther, Head of Insight and Improvement, RSA Group John Sills, Head of Customer Innovation and Perception, HSBC Stream D: Turning data into insight Focussing analytics for practical insights Dr. Georgios Samakovitis, Principal Lecturer, University of Greenwich Advisory session Consolidating, combining, and transforming large data volumes: mining insight from Big Data Zone 2: Overcoming legacy systems to maximise Big Data Peer-to-Peer Delegates will now take part in roundtable discussions: each table will be designated a zone and will nominate a speaker to feedback conclusions to the room. Zone 1: Harnessing talent to drive innovation in analytics opportunities Refreshments Best practice case studies Encouraging cooperation between data analytics and customer teams Creating a business-wide vision: ensuring all departments work understand the value of customer data and insight Using interactive dashboards to drive conversations between teams How can customer teams be involved in steering analytics to gain the most rewarding insights Ciaran Astin, Director of Customer Value and Development, Advisory session Utilising analytics to drive customer loyalty and retention Data mining to understand customers drivers and behaviour patterns Creating customer profiles through large-scale cross-analysis to provide valued rewards Maintaining engagement: how can insight and analytics be used to refresh loyalty schemes Questions Overcoming barriers to successful analytics Looking to the future of data protection regulation: addressing customer concerns Alastair Barter, Senior Policy Officer for Business and Industry, Information Commissioner s Office Questions Chairman s closing remarks and end of conference Join 400 industry leaders from retail, hospitality, travel, finance, utilities and more for cutting edge case studies on revolutionising the customer experience. TELEPHONE +44 (0)

6 How to Book Simply return this form to: Marketforce Business Media Ltd 3 Sutton Lane London EC1M 5PU United Kingdom Telephone us on: +44 (0) Fax this form to: +44 (0) Book online at: us on: Prices 20:20 Customer Experience: Financial Services [1 day] 20:20 Customer Insight & Analytics in Financial Services [1 day] Registrations on or before 19th December 2014 Both conferences [2 days] Registrations on or before 13th February day FI rate* VAT = 714 ( 894) VAT = 834 ( 1,044) 1 day standard rate VAT = 954 ( 1,194) VAT = 1,074 ( 1,344) 2 days FI rate* VAT = 1,158 ( 1,446) 1,065 + VAT = 1,278 ( 1,596) 2 days standard rate 1,265 + VAT = 1,518 ( 1,896) 1,365 + VAT = 1,638 ( 2,046) *This rate is only available to financial institutions, including banks and insurers. Service providers, including consultants, outsourcing service providers, IT providers and solicitors are not eligible for this rate. The price remains at the discretion of the conference producers, whose decision is final. Delegate Information Title First Name Surname Job Title Phone Title First Name Surname Job Title Phone Company Information Company Name Address Postcode/Zip Country Fax Payments Please select the relevant box: I wish to book the named delegate(s) and I understand that this registration is made subject to Marketforce Business Media Ltd s terms and conditions. I cannot attend so I wish to purchase a copy of the conference VAT. The conference documentation is distributed online and accessed via a password which will be ed to you after the conference and once payment has been made. The presentations will be online for a period of 3 months. Signed I enclose a cheque for the sum of. Cheques must be drawn on a UK bank account with a UK sort code and should be made payable to Marketforce Business Media Ltd and sent to The Accounts Department, Marketforce Business Media Ltd, 3 Sutton Lane, London EC1M 5PU. I will transfer the sum of Bank Transfer details: please transfer quoting reference SOI12 plus company name. Bank Details: Lloyds Bank, Southampton Row, London WC1B 5HR. Bank transfers in Sterling should be ma de to Lloyds Bank, sort code , account number , IBAN: GB39 LOYD , BIC: LOYDGB Payments made in this way should also carry the conference name and your company name as reference. Bank transfers in Euros should be made to Lloyds Bank, sort code , account number , IBAN: GB09 LOYD , BIC: LOYDGB Payments made in this way should also carry the conference name and your company name as reference. Please debit the sum of from my Credit Card: Amex/Visa/MasterCard. Card No Exp. Date Holder s Name Security Code* Signature Date Terms and Conditions Delegate information Registration and document distribution from 8.30am on 17th & 18th March Event accommodation Overnight accommodation and travel costs are not included in the registration fee. For further information on discounted hotel rooms, please refer to the delegate pack which will be sent out once you have confirmed your place. Please note it may be necessary for reasons beyond the control of the organisers to alter the content or the timing of the programme. Terms and conditions The fee covers attendance at all sessions and payment must be received prior to the event. The delegate rate is charged at the discretion of the conference producers. Cancellations Cancellations must be received in writing to Verbal cancellations will not be accepted. Where cancellation is received in writing more than 30 days prior to the first day of the conference any fees due will be refunded in full less an administration charge of VAT per ticket. Where cancellations are submitted within 30 days of the first day of the conference, the registration fee remains payable in its entirety. Substitutions are acceptable at any time. Data Protection Marketforce Business Media Ltd gathers and processes data in accordance with the Data Protection Act The information contained about you on this form may be used for future updates about our products and services. Occasionally, we may make your details available to carefully selected external companies for marketing purposes. If you wish your details to be amended, removed or not passed on to external organisations, please write to the Database Administrator at the address on the registration form. Following your update or removal request, you may receive additional pieces of communication whilst the changes are effected.

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