This event has sold out.
Customer’s expectations are hugely important for any Brand to understand. However, Brands typically create high expectations which they fail to live up to. This is due to over-promising within their marketing and advertising or failing to evolve their offering to keep pace with innovation.
As a result, the reality of the Customer Experience often falls well short. This effect is felt even more so in an increasingly digital world. The quality of online and offline experiences are often very different. And Brands fail to use the full potential of new technologies.
Attendees will receive a snapshot of how we got here, and what they can do to help bridge the gap between expectations and the reality of customer experiences.
9:30-10am: Breakfast, Tea, Coffee, Networking
10-10:30am: Talk: How to create customer experience to exceed expectations
Every Brand faces a challenge. They may talk the talk in their marketing and advertising, and create an expectation of what it is like to actually be a customer. But they then must walk the walk in the customer experience they provide. In this talk, you will hear how understanding what customers expect from you and exceeding this within your customer experience is the best way to create growth.
Speaker: Tom Belt, Founder and Managing Director AAWE
10:30-10:45am: Break
10:45-11:30am: Panel Discussion: Managing expectation vs reality in Financial Services
Challenger banks changed what we expect from financial institutions. This shift was primarily based upon exceptional customer experiences. This panel features senior leaders in the world of Financial Services who will discuss how to stay informed about what their customers expect from them, and how they aim to design customer experiences to create growth.
Panellists:
Melanie Wilkinson, COO, OnePay
Josh Hall, Senior Propositions Manager, First Direct
Sam Goodacre, Director of Product, Lenvi
11:30am-12pm: Networking
