Customer Experience in Financial Services

Marketforce s 4th Annual Conference Customer Experience in Financial Services In the era of the connected consumer: industry leaders envision the optimum customer journey 4th March 2014 Jumeirah Carlton Tower, London Speakers include: marketforce.eu.com Paul Geddes Direct Line Group Simon Lee Group Chief Executive RSA Run in conjunction with: Customer Insight & Analytics in Financial Services 5th March 2014 Jumeirah Carlton Tower, London Mark Mullen First Direct David Barral Aviva UK & Ireland Life FINANCIAL INSTITUTIONS REPRESENTED LAST YEAR Clive Adamson Executive FCA Board Member & Director of Supervision FCA Sarah Hicks Managing Director, Digital Banking Santander REGULARLY ATTRACTS OVER ATTENDEES Mark Johnson Managing Director BlackRock Karan Martin Customer Service Director Legal & General Book before 13th December to save up to 200! Lead Sponsor: Tulsi Naidu Operations Director Prudential Murat Höke Customer Experience & Business Development Director TEB Sponsor: Fantastic representation from around the industry and an outstanding opportunity to share views and hear different perspectives, First Direct

Customer Experience in Financial Services 4th March 2014 Jumeirah Carlton Tower, London Customer Experience in Financial Services offers the industry an unparalleled opportunity to discover future strategies for delivering a flawless customer journey and remaining competitive. With four CEOs and the FCA speaking at this leading forum, themes will include meeting changing customer needs; creating a successful omni-channel; strategies for enabling an innovative customer journey; and the future regulatory landscape. Network with peers from leading financial services firms and discuss the future of excellence in customer experience. Why attend? Hear from the CEOs of leading banks, general and life insurers on their future ambitions Gain insight from the FCA on their expectations of the customer journey Discover routes to creating a leading multi-channel proposition to attract and retain the customer Discuss overcoming operational restraints to enable an innovative customer journey Improve understanding on routes to gaining accurate customer insight Feedback from past events: Good use of time and value for money Head of Customer Experience, MetLife Very well organised and content well presented Managed Care Manager, PMI Health Group Good - lots of thoughts to take away Lead Customer Value Proposition, Skandia Insightful, varied, interesting I m sure I ve taken lots with me, some of which I can apply to my organisation Customer Service Officer, MSV Life Malta @marketforcerb #CEFS14 09.00 Welcome address by Marketforce 09.05 Chair's opening remarks 1 Creating a customer-centric organisation views from the leaders 09.10 Keynote Opening Address Putting the customer at the heart of financial services to remain competitive Prioritising the customer: using customer-facing strategies to drive profits and profile How can firms use customer experience to differentiate themselves? Rebuilding the industry s reputation: what strategies are integral to winning trust? How can teams demonstrate ROI to the board and shareholders? Simon Lee, Group Chief Executive, RSA 09.25 Questions 09.30 Transforming to meet changing customer needs Keeping abreast of rapid rates of change: how risk-adverse can firms afford to be? How is consumer appetite changing and how will financial services need to adapt? What impact might the Current Account Switch Service have on customer loyalty? Service versus product: where should the balance lie? Which channels will take priority and how can cross-channels be aligned effectively? Mark Mullen,, First Direct 09.45 Becoming a leader in customer experience Which differentiating factors do customers truly value? Learning from retail: what lessons can financial services garner? Building a business proposition and brand that connects to the customer Understanding the fundamentals of what creates customer trust Paul Geddes,, Direct Line Group 10.00 Advisory session 10.15 Mobile Voting The future of excellence in customer experience Delegates will now have the opportunity to vote on a series of questions using their mobile devices. The panel will discuss poll results as they appear. Themes covered in the session will include: The greatest barrier to improving customer experience culture, IT or proving ROI? Proving ROI: how can the value of investment best be demonstrated to the board? How critical is operational change should firms have a cautious or urgent approach? Will the regulatory restructure aid or impede firms in improving the customer journey? How advanced are financial services in delivering excellence in customer experience? How high is the competitive threat of digitalised new entrants? Mark Mullen,, First Direct Paul Geddes,, Direct Line Group David Barral,, Aviva UK & Ireland Life Mark Johnson, Managing Director, BlackRock 10.45 Refreshments Tuesday 4th March 2014 BOOK ONLINE www.marketforce.eu.com/cefs

2 Creating a successful multi-channel strategy 11.15 Innovation in banking: working towards a multi-channel future How are customers expectations of the banking relationship changing? Which channels have proven most effective for engaging customers? What does the future hold: is an omni-channel strategy achievable? Sarah Hicks, Managing Director, Digital Banking, Santander 11.35 Advisory session 11.55 Questions 12.00 Interactive Discussion Zones Seizing the opportunities afforded by each customer touch point Delegates will now select one of four zones to discuss routes to success in each channel. Each zone will be facilitated by an industry leader, who will then feed back the insight garnered, along with their experiences in developing that point of contact. Zone 1: Developing a mobile proposition, today and tomorrow Facilitator to be confirmed Zone 2: Using social media to interact with the customer Facilitated by Hannah Squirrell, Marketing & ecommerce Director, Bennetts Zone 3: Excellence online: increasing personalisation and ease of use Facilitated by Gordon Rutherford, Head of Marketing & e-commerce, AXA Commercial Lines Zone 4: Measuring the value of face-to-face: building personal relationships Facilitated by Gerald McLarnon, Marketing Director, Swinton Insurance 12.20 The facilitators will now take to the stage to present their findings to the floor 12.40 Case Study TEB The growth of digital media has opened up countless avenues for gaining brand presence, increasing sales and deepening customer communication and insight. However, those who succeed will need to overcome the challenge of aligning channels appropriately to deliver a seamless and consistent customer journey. Hear from a leading representative from the Turkish banking industry on lessons learned along the way. Murat Höke, Customer Experience & Business Development Director, TEB 14.40 Incentivising staff to deliver a quality service Incentivising on sales versus service: where does the right balance lie? The importance of incentivising throughout the customer lifecycle How can teams accurately measure and reward their staff s performance? What forms of training are needed to revitalise service? Karan Martin, Customer Service Director, Legal & General 15.00 Advisory session 15.20 Panel Discussion & Questions Creating a customer-centric operational framework Which is more likely to deliver the greater benefit for the customer: IT or cultural change? Gaining board buy-in: how can teams win investment in transformation? Achieving a 360 degree view of the customer: which approach will deliver the best ROI? Transforming a legacy: radical overhaul or incremental change? Tulsi Naidu, Operations Director, Prudential Murat Höke, Customer Experience & Business Development Director, TEB Karan Martin, Customer Service Director, Legal & General 15.50 Refreshments 4 Gaining customer insight 16.20 Case Study Using analytics to gain insight: lessons from insurance Analytics has long been used by underwriting teams to build an accurate pricing model. Hear from a leading insurer on the lessons learned in converting data into truly useful customer insight. David Williams, Managing Director, Underwriting, AXA Commercial Lines 16.40 Advisory session 17.00 Measuring and predicting customer satisfaction How accurate are surveys? What more needs to be done to gauge customer experience? How far will analytics go in predicting customer attitudes and outcomes? Putting together the customer puzzle: what can teams infer from multiple sources? To what extent can customer satisfaction data help to win further investment? What are the key success factors in enabling reliable customer insight? Manuela Pifani, Head of Customer Experience, Direct Line Group 13.00 Questions 13.10 Lunch 5 The FCA s expectations for the future of customer experience 3 Developing operations to meet customers needs 14.20 Creating a reliable and agile systems structure To what extent is technology integral to improving the customer journey? How can IT and customer experience teams work better together to develop service? Cloud-based services are these the main way ahead for IT transformation? Communicating change to the customer: how can firms demonstrate system reliability? What new opportunities have been opened up by technological advances? Tulsi Naidu, Operations Director, Prudential 17.20 Keynote Closing Address Since its creation, the FCA has aimed to put customers best interests at the forefront of its regulatory requirements, touting behavioural economics and mystery shoppers as just some of the measures it will use to put integrity back into the customer experience. What has the regulator identified as priority areas for improvement? Clive Adamson, Executive FCA Board Member & Director of Supervision, FCA 17.40 Questions 17.50 Chair s closing remarks, followed by drinks reception TELEPHONE +44 (0)20 7760 8699

Lead Sponsor: Deloitte has an unparalleled breadth and depth of services which make it a world force in its chosen areas of business - audit, tax, consulting and corporate finance. As a leading business advisory firm in the UK, we are renowned for our commitment to innovation, quality, client service excellence and for the calibre of our people. We serve many of the UK s leading Financial Services firms, providing insightful and impartial advice on how to attract and retain customers to achieve profitable growth. By harnessing talent and expertise across the firm, we deliver solutions to clients that inspire confidence in what we promise. www.deloitte.co.uk Sponsor: RELATED EVENT Customer Insight and Analytics in Financial Services 5th March 2014 London In an increasingly digitised world where firms continue to amass huge volumes of data, the opportunities for unlocking intelligent customer insight remain limitless. Customer Insight & Analytics brings together leading financial services firms to discuss the future of enabling insight to attract and retain the future customer. www.marketforce.eu.com/ciafs OpenText is a leading supplier of Enterprise Information Management solutions. The fully integrated combination of Equipos Coric Client Communications with OpenText Portal enriches the online and mobile experience for HNW individuals. OpenText Portal allows wealth managers to provide ad hoc, 24/7client-self-service access to personalised, real-time and historical investment reports. Equipos is a leading global provider of best practice automated client communications solutions. Our best-in-class solutions increase operational efficiency, enhance client service and support regulatory compliance. www.opentext.com www.equiposgroup.com Last year's attendees: Actuate AEGON Ageas UK Allianz Group AXA Group Barclays Bank Baringa Partners BeeOne Bennetts BGL Group BNP Paribas Cardif Boxwood Capita Group City Park Technologies Clydesdale Bank Comarch Direct Line Group Ecclesiastical Insurance Group eg Solutions egain Communications Erste Bank Financial Ombudsman Service First Direct Hastings Insurance Group Human Factors IND Group John Ryan KPMG Legal & General LiveWork Lloyds Banking Group LV= M&G Investments MetLife Metro Bank Minister Law Solicitors Money Advice Service Mphasis Financial institutions represented last year: MSV Life Munich Re Munich Re - HSB Engineering Insurance National Savings & Investments Nationwide Nice Systems Oliver Wyman Group Orbis Mutual Funds Phoenix Group PMI Health Group Principality Building Society Prudential Royal Bank of Scotland RPMI Limited SAP Sdl International Selftrade Sitel Skandia Group Standard Life Group Steria Swinton Group Tata Consultancy Services Teleperformance Tesco Bank Tesco Underwriting The Futures Company Transversal Triglav Insurance Company Virtual Affairs Volkswagen Financial Services Yorkshire Building Society Zurich Global Corporate There are various opportunities to engage key decision makers through speaking, exhibiting & other tailored packages. Contact us for more details: - +44 (0)20 7760 8685 - sponsorenquiries@marketforce.eu.com Retail banks Insurance companies Life & investments

Customer Experience in Financial Services 4th March 2014 Jumeirah Carlton Tower, London 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)20 7760 8699 Fax this form to: +44 (0)20 7490 2296 Book online at: www.marketforce.eu.com/cefs us on: info@marketforce.eu.com Prices Register on or before 13th December 2013 Register on or before 7th February 2014 Standard Rate Code:3222 Customer Experience 4th March Financial Institutions rate* Standard rate 545 + VAT = 654 ( 774) 745 + VAT = 894 ( 1,062) 645 + VAT = 774 ( 918) 845 + VAT = 1,014 ( 1,194) 745 + VAT = 894 ( 1,062) 945 + VAT = 1,134 ( 1,350) Customer Experience & Insight & Analytics 4th & 5th March Financial Institutions rate* Standard rate 895 + VAT = 1,074 ( 1,272) 1,195 + VAT = 1,434 ( 1,698) 995 + VAT = 1,194 ( 1,410) 1,295 + VAT = 1,554 ( 1,836) 1,095 + VAT = 1,314 ( 1,554) 1,395 + VAT = 1,674 ( 1,980) * This rate is only available to financial institutions, including banks, insurers & fund managers. 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 Company Information Company Name Address Postcode/Zip Payments Country Fax 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 documentation @ 150 +VAT. The conference documentation is distributed online and accessed via a password which will be emailed 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 SOI10 plus company name. Bank Details: Lloyds Bank, Southampton Row, London WC1B 5HR. Bank transfers in Sterling should be made to Lloyds Bank plc, sort code 30-97-81, account number 00894664, IBAN: GB39 LOYD 3097 8100 8946 64, BIC: LOYDGB21034. 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 plc, sort code 30-97-81, account number 88061150, IBAN: GB09 LOYD 3097 8188 0611 50, BIC: LOYDGB21034. 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 Number Expiry Date Holder's Name Security Code* Signature Date Terms and Conditions Delegate information Registration and document distribution from 8.30am on Tuesday 4th March 2014. 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 All cancellations must be received in writing to cancellations@marketforce.eu.com. 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 100 + VAT ( 150). 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 1998. 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.