Customer Experience in Financial Services Nordics Join the region s market leaders to discuss innovation and excellence in customer experience 26th & 27th March 2014 Copenhagen Marriot Hotel Speakers include: marketforce.eu.com Mike Holliday-Williams Chief Executive Officer, Scandinavia Carl Viggo Östlund Chief Executive Officer SBAB Bank Jesper Andersen Executive Vice President, Head of Strategy Gf Forsikring Lars Sjögren Head of Global Business Development, Business Banking Danske Bank Tarja Ilvonen Vice President, Head of Customer Experience & Insight OP-Pohjola Cecilie Ditlev-Simonsen Director, Brand Management, Communications & Marketing Gjensidige Register before 24th January to save up to 400. Financial institutions can register at a discounted rate. Tove Karin Grøtan Head of Group CRM DNB Thomas Kragh Vice President, Digital Channels Nykredit Jostein Dalland Vice President, Marketing Storebrand Nathalie Doré Head of Digital Marketing BNP Paribas Cardif Insurance Sponsor @MarketforceRB #cxnordics14 Camilla Bjurhult Head of Customer Analytics, Sweden & Denmark If P&C Insurance Rune Kibsgaard Sjøhelle Head of Brand Management & Social Media Nordea Brought to you by the producers of The Future of Nordic Banking and Customer Experience in Financial Services
Customer Experience in Financial Services Nordics 26th & 27th March 2014 Copenhagen Marriot Hotel As competition gets fiercer across the Nordic financial services markets, customer experience, loyalty and long-term relationships are key to a successful and sustainable business. This event will gather industry experts from leading financial institutions in the Nordic countries to explore strategies to enhance the customer journey, from the initial point of sale through to channel strategies and complaints handling. With varied case studies, strategic presentations and networking opportunities, this event puts delegates at the cutting edge of customer experience in Nordic financial services. Key reasons to attend Get the leaders perspective from the Nordics biggest banks and insurers Discover how other providers are joining up the customer experience across channels Explore the potential of data analytics to drive loyalty, personalisation and engagement Instil a customer-focused culture across your entire organisation Improve your understanding of user-centred design and its role in the customer experience Network with your peers; benchmark your strategy Who you will meet Delegates from our customer experience events include senior representatives from across financial services including banks and insurance companies from the following job functions: Customer Experience Customer Service Marketing Data Analytics Operations Strategy Loyalty Channel Mobile Digital Social Media Distribution Delivery Business Development Drinks Reception Join us for a drinks reception in central Copenhagen on the evening of day one. Continue the discussions from the day with your peers in an informal setting. 09.00 Welcome address by Juliet Knight, Director, Marketforce 09.05 Chairman s opening remarks 1 2 A top-level vision for customer-centricity 09.10 From customer focus to customer revolution Mike Holliday-Williams, Chief Executive Officer, Scandinavia, 09.30 Building the future relationship bank Lars Sjögren, Head of Global Business Development, Business Banking, Danske Bank 09.50 Leading from the top with a customer-focussed approach Jostein Dalland, Vice President, Marketing, Storebrand 10.10 Title to be confirmed Daniel Easterbrook, Principal Consultant, Financial Services Specialist, FICO 10.40 Panel Discussion Delivering customer service excellence: 2015 and beyond How have expectations of customer experience changed in recent years Is it possible to enhance the customer experience and still achieve efficiency How close are financial services providers to realising full omni-channel integration What is the right balance between digital and in-person relationship building How can financial institutions close the trust deficit and rebuild their image Best practice: what insights can be drawn from other sectors and regions What tools can be used to measure customer experience across channels Keeping on top of consumer trends: what will be the next big thing in financial services Mike Holliday-Williams, Chief Executive Officer, Scandinavia, Lars Sjögren, Head of Global Business Development, Business Banking, Danske Bank Jostein Dalland, Vice President, Marketing, Storebrand Daniel Easterbrook, Principal Consultant, Financial Services Specialist, FICO 11.10 Refreshments 11.40 Day 1 - Wednesday 26th March 2014 Customer experience in the age of digital disruption Case Study Destination Digital: optimising the customer journey online The Internet is already the most popular channel for banking services in the Nordic region. The challenge for banks is to exceed heightened customer expectations and provide a differentiated service offering. In this session, an expert speaker will discuss how their organisation is delighting customers with its online offering, and expound their vision for the future of financial services online. Droplaug Margrét Jónsdóttir, Development Manager, Web Department, Íslandsbanki BOOK ONLINE www.marketforce.eu.com/cxnordic
12.00 Anytime, anywhere, any device : evolving the mobile experience Harnessing mobile to enrich interactions with customers Using customer data to achieve new levels of personalisation Tackling security concerns: making mobile reassuringly safe Thomas Kragh, Vice President, Digital Channels, Nykredit 12.20 Advisory session 12.40 From social media to social CRM: getting closer to customers Integrating social media into a customer service strategy Building positive relationships; mitigating negative feedback Beyond the Like : can social become a sales channel Rune Kibsgaard Sjøhelle, Head of Brand Management & Social Media, Nordea 13.00 Questions 13.15 Lunch 3 4 Delivering on the multi-channel promise 14.30 Towards a multi-channel future: joining up the customer experience How does channel usage vary between product, type of interaction and customer Integrating online and offline: ensuring a seamless customer journey Delivering a multi-channel offer to our distribution partners Creating a value proposition for partners and customers in a multi-channel environment Nathalie Doré, Head of Digital Marketing, BNP Paribas Cardif Insurance 14.50 Creating the Single Customer View in a multi-channel world Overcoming barriers and silos: what is needed for a single view Capitalising on channel data to gain a better understanding of your customers Reacting in real-time: meeting customers increased expectations Anna Grandt, Head of User Experience, SEB 15.10 Advisory session 15.30 Ask the Experts Integrating the channels In this session, delegates will break into groups at each table to formulate specific questions to ask our panel of experts around these topics: What are the key components to achieving full channel integration How can organisations guide customers to the most suitable channel What role does human interaction play in an omni-channel strategy How can data from multiple channels be leveraged to create value and loyalty Nathalie Doré, Head of Digital Marketing, BNP Paribas Cardif Insurance Anna Grandt, Head of User Experience, SEB Speaker from advisory session to be confirmed 15.50 Refreshments Data analytics the gateway to loyalty and engagement 5 6 Leveraging analytics to get a better understanding of customers Camilla Bjurhult, Head of Customer Analytics, Sweden & Denmark, If P&C Insurance 16.40 Advisory session 17.00 Case Study Personalising interactions with predictive analytics Harnessing the power of predictive analytics, banks are devising more effective ways to manage relationships with customers from developing better marketing campaigns, to determining customer-buying habits and creating long-term customer loyalty programmes. In this session, DNB will discuss how their organisation is using analytics to deliver a timely, personal and relevant customer experience, before outlining a vision for the future of analytics in customer experience. Tove Karin Grøtan, Head of Group CRM, DNB 17.20 Questions 17.30 Chairman s closing remarks and end of day one followed by an evening drinks reception 09.30 Chairman s opening remarks Embedding customer-centricity into an organisation s DNA 09.35 Instilling a customer-focused culture in the workplace Empowering the frontline to deliver timely, personal and relevant service Motivating employees to encourage customer service excellence Driving customer-centric thinking within back-office functions Carl Viggo Östlund, Chief Executive Officer, SBAB Bank 09.55 Metrics that matter: gauging customer loyalty with NPS A prerequisite to consistently excellent customer experience is having in place a robust customer loyalty metric. In this session, an expert speaker will discuss how to tune into the customer voice by aligning Net Promoter Score (NPS) across key touchpoints, and to use feedback to deliver actionable insights and relentless innovation. Speaker to be confirmed 10.15 Advisory session 10.35 Ask The Experts During this session, delegates will split into small groups to discuss what financial services providers need to do in order to create and sustain a winning customer-oriented organisation. These questions will then be fed to the panel of experts for discussion. Carl Viggo Östlund, Chief Executive Officer, SBAB Bank Speaker to be confirmed 11.00 Refreshments Day 2 - Thursday 27th March 2014 User-centred design towards simplification and self-service 16.20 Big Data new frontiers for customer-oriented innovation What sources of structured and unstructured data are most useful Acquisition, retention, cross-selling: exploring opportunities in Big Data As the trend towards commoditisation gathers pace, differentiating the customer experience becomes an ever greater challenge. In this session, delegates will hear three leading examples of service innovation that have responded to changing customer needs and transformed how customers interact and transact with their financial services provider. TELEPHONE +44 (0)20 7760 8699
11.30 Gjensidige Online relevant customer experiences that build business and brand Demonstrating brand promises online Online interfaces and services based on customer needs The value of differentiation Cecilie Ditlev-Simonsen, Director, Brand Management, Communications & Marketing, Gjensidige 11.50 TEB meeting customers on their terms Enabling banking, payment and finance solutions on social platforms Transforming the Turkish market through a mobile-first approach Deniz Devrim Cengiz, Director of Alternative Delivery Channels, TEB 12.10 Advisory session 12.30 Questions 12.45 Lunch 7 Acquisition and retention in the age of consumer empowerment Comments from our delegates: Customer Experience in Financial Services event: Fantastic representation from around the industry and an outstanding opportunity to share views and hear different perspectives Chief Executive Officer, First Direct The Future of Nordic Banking event: Interesting perspectives, good mix of speakers Head of Group Business Development & Strategy, Danske Bank Very useful input, especially the sessions from online banks Head of Retail Banking, Baltic Division, DNB 14.00 Advisory session 14.20 Implementing a customer-centric brand strategy Creating a differentiated financial services brand Delivering brand consistency across channels The imperative of delivering on brand promise Leveraging social media to amplify brand advocacy Jesper Andersen, Executive Vice President, Head of Strategy, Gf Forsikring 14.40 Cultivating loyal customers and long-standing relationships Segmenting customers to deliver tailored interactions Rewarding loyalty: leveraging data to communicate compelling offers Turning detractors into promoters through online engagement Digital dilemma: is responding in real-time a realistic prospect Tarja Ilvonen, Vice President, Head of Customer Experience & Insight, OP-Pohjola Related Events We have produced a number of free webinars in this sector; the most recent include: Engaging the Digital Banking Consumer Customer Analytics in Retail Banking mcommerce: the Threats & Opportunities for Banks Visit: www.marketfore.eu.com/videos-reports 15.00 Questions 15.15 Chairman s closing remarks and end of conference Sponsor: FICO (NYSE:FICO) delivers superior predictive analytics solutions that drive smarter decisions. FICO s innovative solutions include industry-leading solutions for measuring customer risk, managing credit accounts, reducing fraud, and customizing consumer offers with pinpoint accuracy. Top banks, insurers, retailers and other businesses rely on FICO solutions to accelerate growth, control risk, boost profits and meet regulatory and competitive demands. Learn more at www.fico.com 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)20 7760 8685 : sponsorenquiries@marketforce.eu.com Customer Experience in Financial Services 4th March 2014, London www.marketforce.eu.com/customerfs Customer Insight & Analytics in Financial Services 5th March 2014, London www.marketforce.eu.com/analytics Retail Banking in Europe 10th & 11th March 2014, Berlin www.marketforce.eu.com/rbe BOOK ONLINE www.marketforce.eu.com/cxnordic
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