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Customer Experience in Financial Services
Marketforce’s 2nd Annual Conference: Creating customer-centric operations: debating innovative strategies to enhance the customer journey
20th March 2012, The Waldorf Hilton, London
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Speakers include:
Sandy Duckett
Customer Services Director, Standard Life Group
Sandy Duckett
Customer Services Director, Standard Life Group
Biography
Sandy joined Standard Life in Feb 2008 as Head of Group Procurement, from Scottish Power where he was Procurement Director. He's held a range of senior commercial and operational roles with very varied dimensions. Sandy moved on from his role in Procurement to Deputy Group Corporate Services Director in May 2009, where he led a number of significant change programmes including the sale of Standard Life bank to Barclays. He was promoted to Group Corporate Services Director in Jan 2010 before becoming Customer Services Director in June 2010. In his role as Customer Services Director, Sandy leads an area of around 800 people over a number of UK sites. The role involves managing "Money In", "Servicing" and "Money Out" for over 4m customers. A key area of focus is generating revenue for the company through building valuable customer relationships. His vision is to transform Customer Services from a Cost Centre into a Profit Centre.
Mark Mullen
Chief Executive Officer, First Direct
Terry Kaye
Divisional Director, Customer Operations, Nationwide
Kirti Srivastava
Head of Operations & Service Delivery, Hiscox
Kirti Srivastava
Head of Operations & Service Delivery, Hiscox
Biography
Kirti joined Hiscox in August 2010 as Head of Operations and Service Delivery, from TalkTalk where she was heading the senior technical support and process excellence teams. She has worked in various roles to deliver superb service along with operational efficiency in various industries, from Telecoms to ISP, Finance and Insurance. In her BPO/KPO/Call centre career of 15 years she has been in various roles leading teams and business units that have been focused on driving excellence in Customer experience coupled with business growth. She has led and delivered influential change programmes as Tiscali acquired 6 ISP between 2007-2009, Outsource Partner selection process and finally Tiscali's sale to TalkTalk. Tiscali teams under her leadership bagged JD Power customer satisfaction survey award 2007.
At Hiscox she has been responsible for transforming Hiscox UK Direct (B2C) operations to deliver a world class service that lives Hiscox's brand value and philosophy. So far a fruitful journey...success is the only option...
Anthony Scammell
Head of Customer Experience, Skandia UK
Rob Smale
Claims & Operations Director, Ageas Insurance
Rob Smale
Claims & Operations Director, Ageas Insurance
Biography
Married with 3 daughters, living in Hampshire. I started my working life as a mining engineer before joining the insurance industry in 1996.
I joined Fortis in 2003.
The Fortis Claims and Operations team numbers 900fte and looks after the claims, intermediary and partner policy servicing and Age Concern sales and service activities. This year we are working with TescoBank to create a claims department dedicated to the new joint venture between TescoBank and Fortis which starts trading at the end of 2010. We have also recently started a partnership with Aioi to provide motor insurance to Toyota GB customers.As Claims and Operations Director in a company selling insurance products via intermediaries and affinity partners one of my main preoccupations is to how to differentiate Fortis. The teams I lead aspire to, and achieve, ambitious levels of service and efficiency. We seek to do "stuff differently" and have created a distinctive “Fortis Claims and Operations Way.” Customers, intermediaries, affinity partners and suppliers confirm this distinctiveness. The key contributor to our distinctiveness comes from embedding processes that help us understand what it is like for customers to pull value from Fortis. My most admired company is Toyota despite their recent difficulties. The Fortis Claims and Operations Way has it’s roots in the Toyota Production System and we see Toyota’s recent plight as a timely reminder of how important it is to stick to what makes you good and not get distracted.
2011 will see Fortis become “Ageas”.
Conference overview:
At Marketforce's hugely successful Customer Experience in Financial Services attendees:
- Heard from industry leaders including CEOs and Directors of Customer Experience from across the retail financial sector
- Debated the business case for customer experience programs, and the key areas for investment
- Learnt about the challenges and opportunities of social media, as both a way to engage and with and increase understanding of your customers
- Explored the possibilities for creating a customer-centric culture at the heart of your business
- Met peers from banks, insurers, pension providers, fund managers, outsourcing providers, IT solutions and consultancy services
| Above: Watch the higlights and interviews from Customer Experience in Financial Services 2012 |
Topics addressed include:
- Walking a mile in their shoes: mapping the customer journey
- Optimising operations to improve service: taking a lean approach
- Developing a social media strategy: analytics, interactivity and engagement
- Empowering your people: creating a customer-centric culture
- Enabling independence: utilising channels to enhance the customer experience
- Acting on feedback to ensure continuous improvement
Creating customer-centric operations: debating innovative strategies to enhance the customer journey
Marketforce's Customer Experience in Financial Services is a unique forum for senior operations, strategy and communication executives from across the retail financial services industry to discuss the operations strategy being driven by changing customer expectations, and how organisations should align resources and processes to serve customers more effectively.
Building on the success of our Operational Efficiency in Financial Services and Operations and the Customer Experience conferences over recent years, this event aims to develop a community of peers and enable in-depth discussions on how to deliver both improved efficiency and a better customer experience.
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