Change Makers Club Dinner

Change Makers Club Dinner

  • Location:London
  • Venue:The Mercer
  • Length:06:30 pm – 09:30 pm

Customer experience is evolving. Consumer satisfaction now centres on cumulative experiences, across multiple touch points and through multiple channels. Research studies have shown that a customer’s lifetime value and profitability is virtually set in stone in the first 90 days of a relationship, when on-boarding activities are at a peak – this preliminary period is therefore more vital than ever before, since it has become a point of high risk in the modern customer experience.

This is especially true of the Financial Services sector where increasing competition has made differentiating through products a significant challenge. Process excellence is now one of the few avenues left available to those in Financial Service when it comes to standing out from the competition, and the C-Suite are investing more time and resources in the customer journey in a bid to gain a crucial market advantage.

It is no secret that the rewards are great for those institutions that excel in the on boarding process. ‘The Three Cs of Customer Experience’, a recent McKinsey publication, reveals that maximizing satisfaction with customer journeys has the potential not only to increase customer satisfaction by 20 percent but also to lift revenue by up to 15 percent, while lowering the cost of serving customers by as much as 20 percent. However a dependence on manual processes, a lack of integrated services and complex compliance requirements can make process improvement around the point of customer interaction a daunting challenge, and one that many businesses are struggling to meet head on.

It is this challenge that was highlighted by senior decision maker’s time and again at the most recent Change Makers Club dinner, and as a result we have decided to make it the theme for our last gathering of 2014. Join us on the 4th of November to discover how your business can gain and maintain a competitive edge through better understanding the future of customer experience.

We’ll be addressing three key areas:

Automation: An over reliance on manual processes is directly impacting on customer experience throughout all industries. The end user expects a flawless and instantaneous service and failure to deliver can result in a plethora of unhappy customers. So is process automation the silver bullet to this problem, and a sure fire way to gain and maintain a competitive edge?

Integration: By its nature, the on-boarding process is cross-departmental, creating communication and collaboration challenges – by integrating both front and back offices a business provides seamless access to information across all channels, thereby streamlining operational efficiency and dramatically improving customer experience.

Transparency: Poor transparency over key metrics dramatically slows down the on-boarding process, a dangerous position to be in when operating in an industry where product differentiation is a rarity. So what can be done to increase visibility throughout the business in a way that will improve the overall customer experience?

Who is attending?

CEO at Consumer Intelligence
COO (CEMEA) at Crawford & Company
COO at LV=
COO at Deutsche Bank
COO at Barclays
COO at Partnership
COO at Hardy Underwriting
Group CIO at Smith & Nephew
Global Strategic Design Director at AIG
VP, Operations at Zurich
Operations Director, Specialty Risks at Arthur J Gallagher
Operations Director at Arthur J Gallagher
Operations Director at One Insurance Solution
Operations Director at Willis
Operations Director at Bollington
Group Claims Operations Director at Beazley
Change & Transformation Director (EMEA) at AIG
Deputy Group Compliance Officer at Allianz UK
Global Head of Alliance Banks at JP Morgan
Head of Operational Risk at Barclaycard
Head of Operations, UK at MetLife
Head of Operations & IT Risk at Old Mutual
Head of Operations at Consumer Intelligence
Head of Operations & IT at ProSight Specialty Insurance
Head of Finance Operations at Chaucer Syndicates
Head of Multichannel & Customer Transformation at Santander
Head of Infrastructure & Operations at MSIG
Head of Support, Investment Operations at Schroders
Head of Client Management at Citi Bank
Head of Digital Operations at Barclaycard
Head of HR Transformation at BT
Group Company Secretary at The Ingenious Group

The club will be meeting at the Mercer, the City’s most sophisticated restaurant, on the 4th of November to discuss all of the above and much more. The evening will commence at 6:30PM with half an hour of informal networking drinks, at 7:00PM members will be invited to take their seats at the table to begin our dinner-discussion.

Attendance is strictly by invitation only and is of course free, due to the kind support of Appian.