Utilizing the customer experience to achieve brand loyalty and win return business has become the cornerstone of any business, including banking and financial institutions, in order to promote growth and a sustainable future. The BFSI sector must sharpen its focus on the total brand experience it offers to its clients in light of the industry’s fiercer competition.
Then CX NXT BFSI Summit was held for the first time in London on 24 May, 2023. This event discussed the latest trends and challenges around changing consumer behaviour within the BFSI sector and explored steps on how to adapt the customer journey to the current market conditions. The event highlighted the latest technological developments that can help enhance a company’s ability to generate revenue, improve efficiency and productivity and lower cost to serve their individual customer.
120+ Attendees
30+ Speakers
12+ Hyper-focused CX sessions
100+ Companies
Speaker:
David Hicks - Founder & President Tribe CX Ltd, Owner & Chair, TMD
This opening panel will look to understand what can be learnt from leading brands in the BFSI industry and what is driving customer experience in today’s current climate.
• How can the BFSI sector transform itself built on agility, superior CX and omnichannel banking?
• Eliminating silos for a simpler organisation
• Retaining customer trust- the importance of data compliance, privacy, and security
• Defining your digital footprint
Panellists:
Emma Lane - Head of Customer Relationship Management, Allica Bank
Claudia Rossler - Managing Director & Chief Customer Experience Officer, J.P Morgan Chase
Marcello Calabro - Group Chief Marketing Officer, Unicredit
Michelle Nwoga - Group Head, Customer Experience, United Bank For Africa
Jason Smith - VP, UK and Europe, MoEngage
Moderator:
Douglas Mackenzie - Chief Content Officer, Fintech Finance News
Today, customers are loyal to the transaction rather than the channel. A renowned expert will examine why customer experience (CX) must be a top priority for the BFSI sector and set out a longterm digital vision for the BFSI community.
Richard Davies - CEO, Allica Bank
Moderator:
Julian Douglas - Managing Director, The CX Academy
The changing CX landscape is constantly adapting to new digital tools and solutions. This panel will define the key elements of a customer-centric digital transformation and how businesses can integrate the right technologies for their customers
• What does it mean to have a customer-centric digital transformation?
• Do you observe that customers from different generations vary in their expectations? How does customer-centric digital transformation cater for generational differences?
• How can we align CX transformation with operational transformation?
Panellists:
Lee Walker - Global Head of Extended Client Propositions - Digital Assets, Digital Security, Digital CX, Barclays
Jakub Webir - Director, Client Experience, Strategic Advisory, BNY Mellon
Roy Jubraj - Chief Strategy & Transformation Officer | esure Wasim Mushtaq Interim COO, CFIT
Moderator:
Amany Elbanna - Professor in Information Systems and Digital Transformation, School of Business and Management, Royal Holloway University of London
The changing CX landscape is constantly adapting to new digital tools and solutions. This panel will define the key elements of a customer-centric digital transformation and how businesses can integrate the right technologies for their customers
• What does it mean to have a customer-centric digital transformation?
• Do you observe that customers from different generations vary in their expectations? How does customer-centric digital transformation cater for generational differences?
• How can we align CX transformation with operational transformation?
Panellists:
Lee Walker - Global Head of Extended Client Propositions - Digital Assets, Digital Security, Digital CX, Barclays
Jakub Webir - Director, Client Experience, Strategic Advisory, BNY Mellon
Roy Jubraj - Chief Strategy & Transformation Officer | esure Wasim Mushtaq Interim COO, CFIT
Moderator:
Amany Elbanna - Professor in Information Systems and Digital Transformation, School of Business and Management, Royal Holloway University of London
Being able to truly understand what your customers are doing online, particularly where they struggle and show frustration, is vital if you are to move towards offering a frictionless online user journey. This presentation will help the audience appreciate why being able to understand user struggle is important, the key struggle and friction types to be aware of and what to do next when you realise these within your digital platforms. We will also introduce you to some of the key and common themes experienced by Glassbox’s Usability and Optimisation team so far in 2023.
Ryan Keeney - Global Usability & Optimisation Manager, Glassbox
This panel will explore what advantages can customer journey maps provide for your financial business and how you can successfully measure ROI.
• How would you define a customer journey map in the context of the financial industry?
• The ability of financial institutions to balance technology with a human touch is becoming increasingly essential. How can banks find the right equilibrium throughout the customer journey?
• How can financial businesses successfully measure the ROI of their customer journey mapping efforts?
• How can financial institutions effectively manage data from customer-facing channels as well as internal workflows and applications to gain valuable insights?
Panellists:
Andrew Clayton - Group Head of CX, Close Brothers
Donata Peksa - Head of Brand Experience, HSBC
Nancy Dafiewhare - Head of Digital Marketing, The Phoenix Group
Natalie Fuller - Head of Customer Experience and Communication, Cashplus Bank
Moderator:
Tyler Pathe - Projects Coordinator, The Payments Association
Jason Smith - VP, UK and Europe, MoEngage
Stephen Yap - Research Director, Call Center Management Association
Simon Murray - Financial Services Practice Lead, Digital Strategy, Adobe
Philip Starrett - EMEA CTO, Adobe
A walk through of how Lemonade began through to its expansion into Europe and how CX has always remained a top priority for their success.
Stefanie Pipenhagen - Sr Manager CX Europe, Lemonade
Kofi Ankomah - Enterprise Account Executive, Fullstory
To keep up with growing customer expectations and – for FS firms - meet the new demands of Consumer Duty’ in, brands must power up their CX to listen more deeply, engage authentically, and build stronger relationships with their customers in real-time.
• How to develop an efficient phygital CX strategy
• What is the key to adapting to an omnichannel and personalised strategy?
• How are listening channels expanding; what we are capturing and how are we using it
• Selecting the right channels for your customer base
• How do brands deliver a consistent experience and simultaneously support those customers who might have a individual needs and/ or a vulnerability?
Panellists:
Mevs Chaudary - Global CX Specialist for Corporate Sales and Solutions, Citi
Simon Murray - Financial Services Practice Lead, Digital Strategy, Adobe
Vinay Kaura - Executive Director - Global Head of Asset Management Digital Engineering, Goldman Sachs
Matteo Pomoni - Global Head of Retail Daily Banking and Funds, ING
Moderator:
Tony Crane - Crane Consulting
The physical world is giving way to the ever-expanding digital landscape with much being blended into a new hybrid world. The rise of innovation and the use of new technologies is not a new concept and is very much on every business’ agenda – Including the human element which is critical to the success of these programmes. During this talk, NTT DATA UK’s Head of Business Transformation in Banking & Financial Markets, Rob Webb, discusses how financial institutions can take learnings from other markets on how to continuously disrupt their own markets by
putting the ‘Human’ at the centre of everything, both internally and externally to their organisations.
Rob Webb - Head of Business Transformation, Banking & Financial Markets, NTT Data
Experts debate who’s the real winner when comparing the roles of CX and product innovation in shaping banking’s future.
• How has the banking industry come to a point where a conversation like this needs to be discussed?
• In such a competitive industry landscape, what will attract and retain customers more: an exceptional experience or
groundbreaking product innovation?
• Looking at both sides of the coin, can you provide examples of when prioritising customer experience has cultivated business benefits?
• Similarly, how have those that excel in product innovation gained benefits?
Panellists:
Simon Lloyd - Chief Marketing Officer, Aldermore Bank
Chris Harris - Head of Digital, One Banx
Moderator:
Tyler Pathe - Projects Coordinator, The Payments Association
ChatGPT has shown us that the only UI we need is a text box. Or has it? What are the considerations when we design user experiences that are driven by data and AI? How do we design interactions that enable the exchange of data and recommendations and that drive the best actions and outcomes for our users? This presentation will look at technologies, old and new, that advance CX by using data and AI
Michael Natusch - Former Chief Scientific Officer, Prudential
Discover the global trends, what good looks like and how you can gain quick benchmarks and world class examples. See where the industry is going and how you can be part of it.
John Woods - Chief Revenue Officer, Zenus Bank
Employees are essential to building a bank’s reputation and fostering deep client relationships. How can companies effectively and successfully improve their employee experience strategy, in the era of digitalisation.
• How digitalisation impacts employee experience
• Navigating the talent crisis
• Empowering your employees through effective management, training, data access and technology
• Listening, learning and acting on employee feedback to deliver customer experience
Robert Garlick - Managing Director, Citi Global Insights
Sharna Thompson - Head of Customer, UK Claims, Zurich
Moderator:
Andrew Clayton - Group Head of CX , Close Brothers
Experts debate who’s the real winner when comparing the roles of CX and product innovation in shaping banking’s future.
• How has the banking industry come to a point where a conversation like this needs to be discussed?
• In such a competitive industry landscape, what will attract and retain customers more: an exceptional experience or
groundbreaking product innovation?
• Looking at both sides of the coin, can you provide examples of when prioritising customer experience has cultivated business benefits?
• Similarly, how have those that excel in product innovation gained benefits?
Panellists:
Simon Lloyd - Chief Marketing Officer, Aldermore Bank
Chris Harris - Head of Digital, One Banx
Moderator:
Tyler Pathe - Projects Coordinator, The Payments Association
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Meta’s new class of generative AI features and creative tools allow users to create and share custom stickers or update the visual style of their photos with a simple text prompt. They can also chat with 28 different AIs and get unique perspectives on topics like travel, games and food.
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IBM watsonx Assistant is an interactive virtual agent that utilises natural language and AI, enabling users to set it up on their app and website. It offers fast and accurate responses to customers, enhancing their overall experience and satisfaction with its adaptive learning capabilities.
Haptik helps enterprises manage their customer lifecycle with generative AI-powered conversational solutions to boost marketing and sales. It offers Contakt and Interakt to enhance overall CX, where Interakt enables marketers to send hyper-targeted and personalised campaigns to drive customers to take action on WhatsApp.
Dialogflow is an all-in-one platform for developing chatbots, voice bots, and virtual agents using natural language understanding and Google AI. It helps marketing teams create conversational agents that can handle common customer requests and issues, such as FAQs, and order status at scale.
Dialpad is a fully integrated unified conversation intelligence platform that utilises ongoing ML(Machine Learning) algorithms and does not require coding to configure a chatbot. It offers real-time insights and tips, helping marketing teams customise their approach for every customer.
Cognigy.AI is a low code-no code, enterprise-grade generative AI platform offering readily available LLMs for CX transformations. Its omnichannel reporting and analytics suite for marketing enables organisations to streamline their customer journeys.
boost.ai is a global conversational AI technology provider optimised for operational efficiency at scale. It offers self-learning AI capabilities that emphasise Natural Language Understanding (NLU) along with intent suggestions.
Avaamo is an all-in-one conversational AI platform for enterprises offering a suite of industry-specific skills developed to automate and resolve common use cases. It offers Outreach, which enables marketers to educate and engage with customers across existing touchpoints through proactive and personalised communication.
Amazon Lex offers fully managed conversational AI interfaces with advanced natural language models to design, build, test, and deploy conversational interfaces in applications. It enables sales and marketing teams to automate user tasks in their applications like the CRM and across any digital channel.
Zendesk is an AI-powered customer feedback software provider, offering customer satisfaction (CSAT) software to businesses across multiple industries. Its marketplace offers 1600+ apps and integrations, enabling marketers to create a complete customer feedback system.
UserVoice provides product feedback management software for SaaS businesses. Its UserVoice Validation tool delivers actionable user insights to inform roadmap strategy. From testing ideas to ensuring satisfaction with released features, it helps research and marketing teams gather quick user feedback throughout the entire product lifecycle.
Twilio provides integrated Mindful Feedback functionality within its Flex offering, enabling marketers to automatically take action based on real-time customer feedback. It automatically collects customer feedback after Flex interactions by capturing feedback over post-call voice IVR, outbound voice IVR, conversational SMS, Web SMS, email, and web surveys.
Trustpilot offers ML and AI-powered feedback management tools, helping marketers build trust and loyalty through customer reviews. Its AI-driven Review Insights tool enables marketers to identify growth areas from negative feedback, whereas its Image Generator tool lets them enhance social media engagement.
Survey Monkey is a global online survey and forms tech stack provider, offering AI-fueled market research solutions to businesses. Its enterprise feedback management program provides 250+ templates with the capabilities of customisation, allowing organisations to build tailored survey forms.
Sprinklr is a unified customer experience platform (CXM), offering AI-powered feedback management capabilities with its flagship product: Sprinklr Surveys. It integrates solicited customer feedback with unified-CXM data, enabling brands to derive meaningful, actionable insights. Utilising its genAI-powered survey builder, marketers can create conversational surveys to streamline their NPS strategies.
Salesforce is a comprehensive customer-oriented technology provider offering a feedback management suite. Salesforce’s survey responses help marketers create personalised surveys based on their existing customers’ data. Some of the supported applications of its feedback management platform are genAI-powered survey form development and sentiment-insights-based survey collections.
QuestionPro is an online feedback software provider, offering ready-made survey templates to businesses across 40+ countries. Leveraging the capabilities of its customer satisfaction templates, advertisers and marketers can create and gather tailored questions.
Qualtrics is an all-in-one customer experience solution provider, offering website & app feedback tools for organisations to collect customer feedback efficiently. Its digital experience analytics capabilities combined with DXA integrations, bring together verbal and behavioural data for in-depth analysis of user feedback.
HubSpot is a one-stop marketing platform, providing customer feedback software under its Service Hub offerings. Its pre-built APIs include net promote score (NPS), customer effort score (CES), and customer satisfaction (CSAT) surveys, allowing marketers to strengthen their customer loyalty strategy.
Medallia is a comprehensive platform, enabling marketers to capture feedback from all customer touch points. Some of its popular feedback management software capabilities include Sense360 for analysing consumer spending, Medallia Video to automatically extract meaningful insights from customer’s feedbacks and Agile Research for creating branded surveys in real-time.
Zeotap lets brands integrate, unify, segment and orchestrate customer data, fostering a cookieless future. It offers a “Non-Customer Entity Data” feature that helps marketers to integrate both customer and non-customer entity data.
Twilio provides, Twilio Segment, an AI-powered CDP, enabling marketers to streamline their personalised customer engagement journeys. It brings together clean, consented customer data for real-time insights with 450+ pre-built connectors.
Syntasa provides data-ready CDP capabilities, equipping marketers with essential tools to prepare their customer data. It offers real-time sentiment analytics capabilities, helping enterprises derive behavioural insights from unified user profiles to foster hyper-personalised experiences.
SAP is a company-wide customer data management platform, helping marketers improve engagement, conversion, and retention. It offers a genAI-powered data model, enabling enterprises to unify their B2B and B2C customers’ profiles to reach their personalisation goals.
Oracle is a global database management company, providing CDP solutions, under its flagship product: Oracle Unity. Its AI-powered models enable marketers to create hyper-personsalised campaigns with predictive insights by streamlining real-time customer data from heterogeneous sources.
Growthloop is a composable CDP platform, allowing marketing and sales team to action their data at scale. It offers GrowthLoop Audience Builder, enabling marketers to initiate their lead generation functions.
Adobe Experience Cloud offers a real-time CDP, letting users create high-value audience segments for B2C and B2B use cases across their marketing funnel. It follows a cookieless marketing approach to automatically unify customer data across various online and offline channels in real-time.
ActionIQ is a composable CDP platform that offers audience segmentation, acquisition marketing, and Customer 360 capabilities. It integrates analytical tools, enabling marketers to collect and analyse their first-party customer data at scale.
Zoho CRM leverages automation and comprehensive analytics to empower any sales team, fostering stronger customer loyalty. Ideal for both small businesses and enterprises, this software enables enhanced productivity and tailored solutions through predictive intelligence.
Zendesk offers Zendesk Sell, an easy-to-deploy CRM platform that is simple to deploy and navigate, catering to businesses of any scale. Its mobile-friendly Sell app has the functionalities of geolocation, helping sales and marketing teams. Offering an all-in-one CRM platform, organisations can implement use cases like prospecting, engagement, lead generation and communication capabilities.
SugarCRM is a global CRM software provider, helping marketing, sales, and service teams improve efficiency through automation, data, and intelligence in near real-time. It offers Sugar Market, an all-in-one marketing automation platform that helps marketers to automate their campaign with higher ROI.
Salesforce is a one-stop sales and support CRM software that regularly updates customer records, tracks emails and calls, and creates organised support processes for quicker customer responses. Its simple and scalable infrastructure is ideal for businesses of all sizes.
Pipedrive stands out with its emphasis on automation, tailorability, and seamless integration. Purposefully built to enhance the efficiency and productivity of sales professionals, this CRM solution has an intuitive setup and robust capabilities. It facilitates lead generation, comprehensive sales analytics, and seamless business expansion.
Oracle NetSuite CRM, a component of Oracle’s business software suite, is for all midsize and booming businesses that want a comprehensive, integrated CRM solution with ERP capabilities. Using it, customers and partners can directly interact with the platform, freeing the additional work load for their sales team.
Microsoft Dynamics 365 Sales represents a robust cloud-based CRM solution brimming with features such as pipeline assessment, relationship analytics, and conversational intelligence. It utilises AI-powered insights to provide actionable intelligence via predictive analytics, lead scoring and sentiment analysis.
Less Annoying is a CRM software that utilises a straightforward search feature within its contact management system, making it easy to track contacts. It is ideal for small-sized businesses and offers a highly intuitive and user-friendly interface.
Insightly offers CRM software solutions for enterprises looking to understand their audience data across various marketing functions. It integrates seamlessly with third-party apps, streamlining workflow automation, including bulk emailing and report generation.
HubSpot’s sleek dashboard with consolidated CRM tools simplify complex customer data, further transforming it into meaningful insights. Complementing typical CRM functionalities, HubSpot provides tailored options, including conversation intelligence and email monitoring.
Apptivo delivers adaptable and web-based CRM solutions, enabling marketing and sales teams to streamline all customer service requirements across various devices and browsers. Despite its focused feature set, it encompasses over 65 interconnected applications alongside a robust sales pipeline management tool, ensuring efficient tracking of potential leads without any downtime.
Sitecore offers composable cloud solutions with its flagship products, Sitecore Experience Platform(XP) and Sitecore Experience Manager (XM). They help marketers to overcome scalability challenges. Some of its features include intuitive visual editing, headless delivery, marketing automation, scalable personalisation, data and machine learning capabilities.
Salesforce Experience Cloud is a platform that helps enterprises link clients, partners, and employees to securely exchange information and documents. Built on its Customer 360 platform, Salesforce’s DXP ensures seamless integration with any solution in the Salesforce ecosystem.
Oracle Cloud offers a comprehensive suite of platform-based marketing automation solutions for personalised B2B and B2C automation campaigns. Some of its featured products are Eloqua Marketing Automation, CrowdTwist Loyalty and Engagement, and Unity Customer Data Platform.
Optimizely is a digital experience platform (DXP) provider that offers Optimizely One, an easy-to-use and fully integrated suite. It provides a single, unified workflow with thoughtfully embedded AI and machine-learning algorithms, accelerating work across the entire marketing lifecycle.
OpenText offers a cloud-native, scalable platform for enterprises to streamline their marketing functions. It provides fully composable content management, digital asset management, creative workflows, personalisation, targeting and customer data technologies in one place, ensuring a holistic approach to B2B, B2E and B2C experiences.
Neptune DXP is a PaaS(Platform-as-a-Service) provider, helping marketing teams build custom apps based on modular, reusable application building blocks. The company offers flexible environments to businesses across different verticals, further providing personalised digital solutions at scale.
Magnolia is a composable DXP that comes with no-code connector packs and low-code micro-frameworks for third-party integrations. It also offers an open-source version alongside its commercial plans enabling enterprises to build tailored use cases.
Liferay DXP helps marketers deliver personalised and connected digital experiences across a broad range of channels, including customer portals, websites, intranets, mobile apps, and connected devices. It offers intuitive CMS, user analytics, and site management tools that businesses need to launch, test and optimise digital experiences for faster go-to-market.
Powered by IBM Consulting, IBM iX offers a composable DXP, providing a comprehensive solution to make enterprises’ systems future-ready. Utilising its data-driven insights and intelligent workflows, marketers can design and deliver human-centred experiences across the customer lifecycle.
HCL Digital Experience (DX), forms part of a wider HCL Customer Experience (CX) product portfolio, offering core capabilities such as content management, DAM, CDP called Signals, and low-code application development. It provides services in government, life sciences, insurance, financial services, and other verticals.
Contentstack is a headless CMS and Composable Digital Experience Platform (DXP) solution provider that helps marketers gain a competitive edge. It recently launched into Google Cloud Marketplace, and is also available on Microsoft Azure and AWS. It seamlessly enables mid-market brands to adopt its omnichannel campaign engine to drive higher conversions and sales.
Bloomreach Commerce Experience Cloud provides businesses an edge with its modular capabilities: Content Management System (CMS), Discovery features for search and merchandising optimisation, and Engagement tools such as Customer Data Platforms (CDP) for personalisation and analytics.
Adobe Experience Cloud offers a comprehensive set of services specifically designed to address the day-to-day requirements for personalised customer experience at scale. Its platform helps manage different digital content and assets to improve customer satisfaction. Some of its products include Adobe Gen Studio, Experience Manager Sites, Real-time CDP, and Marketo Engage.
Acquia offers DXP solutions, comprising of two main elements: Acquia Drupal Cloud and Acquia Marketing Cloud. It can be accessed in both platform-as-a-service (PaaS) and software-as-a-service (SaaS) with additional components such as Site Factory for multisite management, digital asset management (DAM), CDP, personalisation, and Campaign Studio.
