23rd & 24th September 2021

Customer Experience Management (CXM), Customer Feedback Management (CFM) and Voice of Customer (VOC) – it goes by many names… but the idea is the same: Listen to customers during or immediately after an experience and take appropriate action on that feedback to improve CX.


Up until recently, many banks have been inclined to treat customer experience as more of a compliance box-ticking exercise than an effective tool to drive commercial change. With CX programs that do little more than send out surveys after an event, banks have been missing the trick of being able to serve customers effectively in real time and across multiple channels. Great customer experience (CX) doesn’t just make everyone feel good, it delivers measurable business results. As the customer experience continues to evolve, the newest trend is creating an experience that is almost completely self-service, they want an experience that’s easy-to-use and makes their job easier.

Therefore, in an intensely competitive industry with rapid advances in technology, companies must keep up and evolve rapidly to meet the demands.

Key Points:
  • The Journey to a perfect CX
  • Shaping Exceptional Customer Experience
  • How to use Customer Journey Mapping and analytics for improved CX?
  • Optimizing your CX through effective digitalization
  • How digital is shaping customer experiences?
  • Data: if you can’t measure it , you can’t manage it
  • Making the business more customer-orientated
  • Why Calculating the ROI of Customer Experience is hard?
  • At what stage should we be using AI? – evaluating the options
  • Rapid adjustment of CX strategy in response to COVID-19