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9TH ANNUAL CUSTOMER EXPERIENCE MANAGEMENT IN BANKING SUMMIT

1 – 3 SEPTEMBER 2020 | VIENNA
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PAST SPEAKERS

SEE THE PREVIOUS SPEAKERS & CASE STUDIES

Davor
GAŠPARAC

Head of Division Group Corporates

Marcello
CALABRÒ

Global Head of Marketing

Mohamed
OUBBATI

Chapter Head of Intelligent Customer Experience

Nóra
HORVÁTH MAGYARY

Chief Communication Officer

Andreas
EPPLE

Head of Institutional CX & Service Management

Helena
FOREST

Head of Branch Optimisation and Expansion

CONFERENCE TOPICS 2020

LOOK AT THE TOPICS THAT WERE DISCUSSED

  • Customer Journey and Personalised Experience
  • Digital Innovations and Technologies in CEM
  • Where Will Omnichannel Trends Lead?
  • Social Media Strategies
  • Investing in Customer Experience
  • Customer Data & Insight
  • Customer Loyalty
  • Creating Customer-Centric Culture
  • Different Generations – Different Expectations

DESIGNED FOR

Members of board, C-level, Senior Vice Presidents, Vice Presidents, Directors, Heads of departments from banking industry involved in:

  • Customer Experience
  • Customer Journey
  • Customer Engagement
  • Customer Insight
  • Customer Analytics
  • Channel Management
  • Marketing
  • Digital Transformation
  • Consumer Management
  • Branch Optimisation and Expansion

CASE STUDIES

PAST CASE STUDIES INCLUDE

CASE STUDY / DAY 1

Relevant Customer Experience Beyond Banking – From a Bank

It is not enough to have an easy, fast and convenient customer experience when the product is used because the customer has to know about the product and has to have the preference to try it. So how can communication help achieve this?

  • Is it only the product that can or should provide positive customer experience?
  • How to help entrepreneurs set up their own business or existing business to grow further?
  • How to increase our own income from category building?
  • How to involve the entire society in building the customer experience?

Nóra
HORVÁTH MAGYARY

Chief Communication Officer

Mohamed
OUBBATI

Chapter Head of Intelligent Customer Experience

CASE STUDY / DAY 1

AI, Curiosity, and the Future of Personalisation

As digitalisation continues disrupting the world, customers will only engage with real-time personalisation. Curiosity, the desire to gain new information and experiences, will strongly influence behaviours and decision-making in the interaction between customer, product and marketers. That is where personalisation comes in. Stimulating curiosity enables marketers to identify customers’ preferences and occasionally influence their intentions.

  • From Customer-Centric to Customer-Curious Culture
  • Curiosity-Driven Marketing
  • AI-Powered personalisation

CASE STUDY / DAY 2

Customers Experience Must: Personal, Relevant, Seamless

Modern customer journey has to match irrecoverable client expectations. Corporates can leverage on their professional know-how and the digital features to succeed.

  • High-quality content is a prerequisite
  • Big data support one-to-one  delivery/interaction
  • Let’s make it easy for them

Marcello
CALABRÒ

Global Head of Marketing

Davor
GAŠPARAC

Head of Division Group Corporates

CASE STUDY / DAY 2

Beyond PSD2 and Digitalisation – Banking Is Needed, What About Banks?

Banks invest a lot in information technology, build “platforms” and partner with FinTechs more than any other industry; however, it seems that return on that investment is very questionable, to say the least. Also, customers expect usability and convenience they have with “platform leaders” like Amazon, Booking.com or Uber, to name a few, but banks are still in quest for “digitalising products”. Is there a way?

  • How can banks compete in the digital arena?
  • PSD2 – Myths and reality: Many possibilities and benefits for clients but what is in it for banks?
  • Banks as a service via platform – Who needs this?
  • Is platform a marketplace or solution provider?
  • Digital transformation: How huge is the gap banks need to cross?

PRE-CONFERENCE WORKSHOPS

1 September 2020 – 15:00 – 17:00

Personalised Experience and Customer Centricity

  • How to deliver real-time, highly personalised experience?
  • Knowing the needs of an individual – learn about digital customer behaviour, preferences, emotions and expectations
  • Predict what your customers want before they even know they need it
  • Choosing the right time and the right platform for personalised messages
  • How to deliver a promise to a customer demanding first-class service in the era of hyper consumerisation

Global Shift to Digital Channels and Innovative Technology

  • The importance of well-created mobile app – user-friendly and clear
  • The rise of IoE – smart, connected devices that can improve CX
  • Remote online engagements complementing face-to-face relationships to bridge geographic barriers, provide flexibility, and allow more impactful conversations
  • You think you provide a good mobile experience. Do your customers think the same?
  • AR and VR as the next big platform: Meet the strategic differentiator

SPONSORS 2020

A SPECIAL THANK YOU TO OUR SPONSORS

STAY UPDATED FOR THE 2021 EDITION

Provide us with your contact details and our team will get back to you with all the updates regarding the upcoming edition of this event.

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