2014 Speakers included:

 Lubaina Manji
Lubaina Manji
Director, Customer Experience and Operational Excellence
 Uriel Alvarado
Uriel Alvarado
Chief Marketing and Public Relations Officer
Saxo Capital Markets
 Kevin Goodburn
Kevin Goodburn
Senior Vice President, Head of Customer Experience & Distribution
First Gulf Bank
 Dirk Vollmann
Dirk Vollmann
Head of Marketing and CRM
BMW Financial Services
 Manuela Pifani
Manuela Pifani
Head of Customer Strategy and Experience
Direct Line Group
 Gabor Dani
Gabor Dani
Leader Customer Centricity
Zurich Financial Services
 Lucy Murray
Lucy Murray
Customer Experience Strategist
Bank of Ireland
 Charlotte Halkett
Charlotte Halkett
Marketing Actuary
 Nilüfer Turhan
Nilüfer Turhan
Customer Experience & Development Director
Turkish Economic Bank
 Ed Lecky-Thompson
Ed Lecky-Thompson
Head of Digital
Charles Stanley Direct
“The service was excellent and the staff were extremely helpful! Thanks”

“Thank you! I have got all the information needed!”

“That was very helpful and quick!”

Wouldn’t you want to see 90% of your customers feeling this way every time they put the phone down after speaking with your call centre or after leaving your high street branch? The majority of customer complaints happen due to lack of customer love and appreciation, being missold or misheard, or simply when your customers cannot find the information they need. It’s your job to know what each one of your customers thinks about your brand. It’s your job to care about each one of them. We agree that can be tough when there is only you, with so many people to look after. However, you are not alone!

Join us in celebrating the 5th Anniversary of our flagship Customer Experience Transformation: Financial Services Meeting in London 15th – 17th September 2015 to help you set your 2016 goals and implement clear strategies for achieving these.

>>> Download the agenda
Over the past 5 years of us analysing this market, we can honestly say that huge progress has been made! However, what does the future hold and why should we continue talking about customer experience management, customer engagement, customer centricity and customer satisfaction? Moreover, what should we be investing and prioritising in Customer Experience to get the best ROI and win the ultimate customer loyalty? How do we simply keep our customers excited?

Together with some of the key thought leaders in the industry and long standing partners, IQPC’s CX FS meeting is passionate about addressing your real challenges, showcasing the success stories of your colleagues and listening to your questions. With six core areas that the agenda is built around: service culture, improving process and products, 360 degree customer view, working as one, differentiation and employee awareness we are determined to provide you with the essential knowledge and updates that can bring you quicker results and make critical decisions easier to solve.

Here’s a snapshot of the unrivalled networking opportunities at CX FS:

  • 150+ attendees
  • 15+ geographical locations
  • 65% senior level attendees – heads/directors/VPs/C-level

What our attendees are saying about us?

Really valuable, I met some useful contacts and it definitely gave me additional energy to pursue new ideas that I could now see worked Head of Client Experience, Coutts

Extremely valuable in gaining insights and inspiration alongside consideration for prospective suppliers
Analytics and Conversion Director, Aldermore

Very inspiring and provided me with useful information from different areas - both business views and technology views. Great to have experiences direct from the front line
Chief Project Officer, Nordea Bank

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