SPONSORS

AGENDA SUMMARY:9.00 WELCOME AND OPENING REMARKS

Steve Hurst, Forum Chairman, Editorial Director, Engage Business Media

9.10 DRIVING A CUSTOMER CENTRIC CULTURE:Peter Sinden, Director of GI Sales & Service, LV=

9.40 GLOBAL BEST PRACTICE IN FINANCIAL SERVICES CUSTOMER EXPERIENCEDavid Conway, Senior Partner, Nunwood

10.10 OPERATIONALISING CUSTOMER-CENTRICITY IN A GLOBAL ORGANISATIONLana Briggs, Global Customer Experience Manager, HSBCKathleen Bowe, Senior Global Customer Experience & Customer Relationships Manager, HSBC

10.40 COFFEE

11.00 USING V-PERSON™ TECHNOLOGY FOR OMNICHANNEL CUSTOMER ENGAGEMENTChris Ezekiel, Founder & CEO, Creative Virtual

11.30 SPLITTING THE ATOMStewart Bromley, Director of People & Customer Experience, Atom Bank

12.00 ENGAGING WITH CUSTOMERS, THEIR FRIENDS AND FAMILY AT THE MOST SENSITIVE OF TIMESSpencer Lynch, Business Development Director, Equiniti

12.30 CASE STUDY: DIRECT LINEPaul Diggins, Internal Communications Director, Direct LineVictoria Lewis-Stephens, Senior Partner of Engagement, Instinctif

13.00 LUNCH13.00- ROUNDTABLE: DRIVE REVENUE AND DELIGHT14.00 YOUR CUSTOMERS

14.00 PANEL DEBATEPeter Sinden, Director of GI Sales & Service, LV=David Conway, Senior Partner, NunwoodLana Briggs, Global Customer Experience Manager, HSBCChris Ezekiel, Founder & CEO, Creative VirtualStewart Bromley, Director of People & Customer Experience,Atom BankSpencer Lynch, Business Development Director, EquinitiPaul Diggins, Internal Communications Director, Direct Line

15.00 ENGAGING CUSTOMERS THROUGH OMNI CHANNELSKatie Downs, Omni Channels Growth Partner, Barclays Bank

15.30 COFFEE

15:50 REMOVE THE CONVERSATION BLIND-SPOT AND ACCELERATE YOUR GROWTHJim Callan, CEO, Econiq

16:20 CASE STUDY: METRO BANKAndrew Richards, Director of Regional Retail Banking, Metro Bank

16:50 CHAIRMAN’S SUMMARYFollowed by Drinks Party

CUSTOMERENGAGEMENT INFINANCIAL SERVICESThe financial services sector is beginning to bounce back from the huge loss of trust engenderedby the global financial crisis and dubious business practices impacting negatively on theircustomers. There is still much to be done however as financial services organisations need to domore to win back that trust from increasingly technically savvy and often wary customers

21MAY 2015LONDON

www.engagecustomer.com@engagecustomer #EngageForums

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WELCOME AND OPENING REMARKSSteve Hurst, Forum Chairman, Editorial Director, Engage Business Media

Steve is a successful career journalist, thought leader andpublished author with a wealth of experience in all forms ofmedia, both offline and online, including local and nationalpress, trade and business publications, TV and radio,websites, social media and online web event broadcasting.

Steve launched Engage Customer along with Chris Wood in2009 which has rapidly established itself as beacon ofthought leadership in a rapidly changing customerenvironment. Steve is widely recognised as one of the world'sleading journalistic authorities in the fields of customer andemployee engagement strategy.

DRIVING A CUSTOMER CENTRIC CULTURE:Peter Sinden, Director of GI Sales & Service, LV=

LV= have risen from the UK’s 12th to the 2nd largest carinsurer, also being named as Most Recommended Insurerby YouGov, Most Trusted Insurer by Moneywise and tocomplete the hat-trick the leading Insurer in the ICSCustomer Satisfaction Index.

Peter is an experienced leader, having spent 25 yearswith Lloyds TSB before moving to LV= in 2005 where hehelped shape and deliver the excellent people, customerand business results achieved. He is well placed to talkabout the current challenges faced by the FinancialServices industry; in particular the importance ofcustomer trust, how it can be rebuilt and how it is nowmore critical than ever to meet customer expectations.

Of course LV= are not immune to these challenges andPeter will share insight on the importance they place onEmployee Engagement and how in turn this drivescustomer engagement, performance and profitability.LV= are on a journey to become Britain’s Best LovedInsurer and they seem to be bucking the trend whilstcollecting numerous awards and accolades along the way.

Peter is passionate about his colleagues and customers.Having spent 25 years with Lloyds TSB, the last five runningtheir Direct Insurance business, he then moved to LV= in2005 relishing the challenge of helping to turn the company’sfortunes around.

Here he has played a key role in shaping and delivering theexcellent people, customer and business results achieved asLV= shot from the UK’s 12th to the 2nd largest car insurer,also being named as YouGov Most Recommended Insurer,Moneywise Most Trusted Insurer and to complete the hattrick the leading Insurer in the ICS Customer Satisfaction Index.

With a relentless determination and belief in LV=’s ‘virtuouscircle’: that by putting colleagues first, customer satisfactionsoars and with loyal customers profits flow, this winningformula has seen LV= collect CCA ‘Great Places to Work’ andEuropean Call Centre Award ‘Best Customer Service’ 3 yearsin a row with Peter also being recognised as CCA’s Director ofthe Year in 2012.

GLOBAL BEST PRACTICE IN FINANCIAL SERVICES CUSTOMER EXPERIENCEDavid Conway, Senior Partner, Nunwood

The most recent Nunwood Customer ExperienceExcellence study in the US (conducted in February 2015)shows that financial services firm USAA leads the world

in nearly all aspects of customer experience. In closepursuit, companies like Ernest Jones, Charles Schwaband Ally Bank are setting new standards in customerexperience and regional banks such as Umpqua aretransforming the relationship a bank can have with thecommunity it serves. Wells Fargo are making hugestrides in bringing the customer into the centre of theirorganisation, their focus on recruiting millennials hasforced them to rethink their banking model to approachthe digital customer in a new way.

Challenger banks such as Moven and Go are redefiningthe nature of a digital relationship.

The Nunwood estimate is that US firms are some 5 yearsahead of the UK in terms of the quality of experiencedelivery. There is much to learn from these world leadingfirms. However it isn’t just US financial services firms thatare setting the pace. The Nunwood Customer ExperienceExcellence APAC study highlights that Australian banksare leading the world in terms of mobile applications anddigital innovation.

This presentation will analyse not just what thesecompanies are doing, but how and why they do it. Theirapproach to people and culture, organisation design, howthey think about the customer and technology will all beput under the microscope.

David co-manages the company’s global customer experiencemanagement practice and oversees Nunwood’s CustomerExperience Excellence Centre, an on-going approach tosystematically identifying global best practise. David is aformer PLC board director of N&P Building Society, LiverpoolVictoria Group and The Co-operative Bank, where he wasresponsible for 3,500 staff charged with delivering world-class experiences to more than 6.5 million customers. He alsoled the design, set-up and launch of the group’s Smile brand.David is based out of the United Kingdom, but continues towork directly with clients around the world.

OPERATIONALISING CUSTOMER-CENTRICITYIN A GLOBAL ORGANISATIONLana Briggs, Global Customer Experience Manager, HSBCKathleen Bowe, Senior Global Customer Experience & Customer Relationships Manager, HSBC

Placing our employees and our customers at the centreof our strategic thinking and design within our RetailBanking and Wealth Management business; by adaptingour governance and business planning processes andengaging our people through communications to changemind sets on a global scale. Progress and challenges for aGlobal organisation in 2015.

Lana started her career with HSBC as a temporary contractorin 2009, undertaking short term assignments in variousteams including UK Wealth Management, UK NetworkLeadership, Group Events and Group Communications. In2012, Lana joined the UK Retail Banking and WealthManagement (RBWM) Graduate Management programme;spending time in the branch network and with the Group andEuropean Customer Experience teams. In 2014 Lana becamea European Customer Experience Manager, working closelywith HSBC’s European market teams to establish customerexperience governance, understand key customer experienceinsights, identify barriers to good service, share best practicesand support the design and delivery of customer-centredaction plans. At the beginning of 2015 Lana became a GlobalCustomer Experience Manager within HSBC’s Group RBWMteam. Lana is passionate about people and firmly believes

CUSTOMER ENGAGEMENTIN FINANCIAL SERVICES

STEVE HURST

DAVID CONWAY

LANA BRIGGS

PETER SINDEN

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that happy employees equals happy customers; a notion thatis at the heart of the changes she is currently driving at HSBC.

Kathleen started her career with HSBC 16 months ago on theHSBC Global Customer Experience team looking afterComplaints Management, Customer Satisfaction Surveys,and Global Standards bringing solid CE experience and anexternal perspective to the team. Kathleen is currentlyresearching and developing a Global Customer Promise forwide scale delivery. Prior to joining HSBC, Kathleen heldnumerous Customer Experience Management roles in LloydsBanking Group looking after Customer side of change, NetPromoter Score, Complaints Mgt, and representing the voiceof the customer on large scale change programmes ensuringthat the customer lens was considered, customer issuesmitigated and customer ethos embedded throughout.

Kathleen is a keen results driven Customer ExperienceAdvocate.

COFFEE

USING V-PERSON™ TECHNOLOGY FOR OMNICHANNEL CUSTOMER ENGAGEMENTChris Ezekiel, Founder & CEO, Creative Virtual

Providing customers with accurate, consistent andpersonalised information in an omnichannelenvironment must be a top priority for financialorganisations in 2015. It is more important than ever toenable customers to seamlessly move from one servicechannel to another, with context awareness and a fullhistory of their conversation moving with them. Chriswill show a live demonstration and share use cases fromorganisations currently utilising Creative Virtual’s V-Person technology to provide an enhanced customerexperience, including HSBC, TSB, JPMorgan Chase andCommercial Bank of Dubai. He will explain how theseand other financial organisations use advancedtechnologies in knowledge management, naturallanguage processing and virtual assistants to not onlymeet their omnichannel customer engagement goals, butalso reduce costs and build brand loyalty.

Chris has a technical, sales and marketing background. Hehas been working in the world of virtual assistants since2000 and founded Creative Virtual in November 2003. Priorto this, Chris worked for a US software company in variousroles. Employing his technical and entrepreneurial skills, andthrough the development of the enterprise level V-Person™technology, he has established Creative Virtual as one of theworld’s leading providers of natural language customerexperience engagement solutions. He has a passion forcreativity, innovation, technology and physics, and in hisspare time enjoys snowboarding and watching his belovedWest Ham. Find Chris on Twitter: @chrisezekiel

SPLITTING THE ATOMStewart Bromley, Director of People & Customer Experience, Atom Bank

If you had a blank piece of paper and could formulate apure-play digital bank, what would you do? How wouldyou differentiate? What would be the key principles ofyour customer experience? What would you create, ifyou were only limited by your imagination? Atom aims tobe UK’s first digital bank and has the freedom to redefinethe standards for customer experience in banking.

Stewart, who graduated from Warwick University, has hadover 28 years international blue chip corporate experience,including 6 years at first direct and HSBC. He pioneeredPeople Experience across first direct and HSBC Direct,transforming HR and achieving record employee engagementlevels underpinning unparalleled levels of customer experience.

Stewart went on to create the first Digital Centre ofExcellence for HSBC Group globally, which he led for 3 yearsgrowing the Digital team to 300 FTE. He was accountable forall aspect of Digital for the HSBC Retail businesses in the UK,and for digital design & delivery for all of the HSBC brandsacross Europe, achieving record levels of adoption, usage,customer satisfaction and sales. Stewart serviced more activemobile customers in the UK, than the rest of HSBC Grouppulled together globally.

Stewart joined Atom in May 2014, as Director of People andCustomer Experience. He is accountable for the valuessystem, and how this shapes the customer proposition,customer journey’s and digital User Experience; as well as theinternal people proposition including culture, recruitment,training and all other aspects of HR. Atom aims to be the firstfully fledged digital bank in the UK, with a mission to changebanking for good, permanently for the better for customers.

ENGAGING WITH CUSTOMERS, THEIR FRIENDS AND FAMILY AT THE MOST SENSITIVE OF TIMESSpencer Lynch, Business Development Director, Equiniti

The presentation explores the current notification ofdeath process, looks at a fresh approach to in-lifeeducation and the customer journey, defining howengaging with customers, their friends and family at themost sensitive of times can support retention ofcustomers and wealth.

Spencer has spent the majority of his career in the FinancialServices sector, starting in print and direct mail – helpingcompanies communicate effectively and efficiently with theirclient base. This naturally led to understanding theimportance of data, specifically identity data, using hisknowledge to help companies leverage this tangible asset toshorten account opening process, increase customeracquisition rates and to reduce the risk of fraud. A thoughtleader in the pensions sector, Spencer created, successfullypiloted and launched an effective solution that solved one ofthe pension industry’s biggest challenges – abroad fraud. Heis now a Director at Equiniti, responsible for refining andtaking to market Equiniti’s newest and arguably mostimportant service – ‘Bereavement Services’. In his spare timehe is a professional close-up magician, resident at LiverpoolFootball Club. He lives in Chester with his wife and threechildren.

CASE STUDY: DIRECT LINEPaul Diggins, Internal Communications Director,Direct LineVictoria Lewis-Stephens, Senior Partner ofEngagement, Instinctif

Paul is a strategic leader passionate about unlocking thepower of a business and its people through greatcommunications and engagement. He is currently Head ofInternal Communications at Direct Line Group.

Throughout his communications career Paul has worked withexecutive teams and business leaders ensuring internalcommunications is seen as key enabler to a business realisingits strategic ambitions; and delivering against this promise.

CHRIS EZEKIEL

KATHLEEN BOWE

SPENCER LYNCH

STEWARTBROMLEY

PAUL DIGGINS

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Paul has led a number of high performing internalcommunications teams implementing strategic businesspartnering models backed by expert delivery. His experienceranges across the internal communications and engagementspectrum from award winning business wide campaignsthrough to leading the communications strategies anddelivery for businesses going through major structuralchange, mergers, and most recently the IPO of Direct LineGroup, the UK’s leading personal lines home and motor insurer.

Victoria is a Managing Partner at instinctif Partners, aleading engagement and communications agency.

As a passionate advocate for the impact employee andcustomer engagement can have on driving business growthand performance she is responsible for developing compellingengagement strategies for some of the worlds biggest brands.

Victoria specialises in helping businesses engage their peopleduring periods of significant change, turning them intogrowth drivers and brand advocates. As well as Direct Lineshe has worked with Starwood Hotels, HSBC, eBay, Lloyd’sBanking Group, Unilever, Royal Bank of Scotland, Wolseleyplc, British Gas, and Specsavers.

LUNCH

ROUNDTABLE: DRIVE REVENUEAND DELIGHT YOUR CUSTOMERSAdam Barley, LogMeIn, Territory Director, Finance &Retail, EMEATom Baggaley, LiveChat Solutions, Director

Thinking of implementing chat? Looking to optimise yourexisting deployment? We discuss how best to deploy andoptimise LiveChat, reasons include;· Customers who engage in livechat are 7.5x more likely

to convert· Livechat can offset traditional call centre volume and

costs by as much as 80%

PANEL DEBATEPeter Sinden, Director of GI Sales & Service, LV=David Conway, Senior Partner, NunwoodLana Briggs, Global Customer Experience Manager, HSBCChris Ezekiel, Founder & CEO, Creative VirtualStewart Bromley, Director of People & CustomerExperience, Atom BankSpencer Lynch, Business Development Director, EquinitiPaul Diggins, Internal Communications Director,Direct Line

ENGAGING CUSTOMERS THROUGH OMNI CHANNELSKatie Downs, Omni Channels Growth Partner,Barclays Bank

Using innovative technologies such as Video to engagewith Customers from a Banking perspective and utilising

tools such as Social Media to connect with Customersduring pain points.

Katie Downs worked at Barclays for 6.5 years during whichcompleted a variety of Customer facing roles as well aschange implementation roles. For the last year hasconcentrated on implementing and embedding Omnichannels including the delivery of Video Banking from anydevice to hold a financial review with a customer.

COFFEE

REMOVE THE CONVERSATION BLIND-SPOTAND ACCELERATE YOUR GROWTHJim Callan, CEO, Econiq

There’s now an imperative to be ‘present’ in the customerconversation. This means removing the traditional blind-spots so as to have consistently high qualityconversations with your customers in the contact centre,the branch, and in field. It’s now possible to unlock thispower very quickly and to craft the conversations whichresonate and are appropriate, represent your brandpromise, are compliant, and ultimately lead to great salesand service outcomes. Jim will talk about a major shift inthe market especially in Financial Services and how someorganisations are changing their approach. He will sharecase study material and the results of extensive mysteryshopping from the US market.

Jim Callan is Econiq’s CEO and he is an inventor. He foundedand led Eontec (acquired by Siebel/Oracle in 2004). Eontecdeveloped the world’s first multi-channel java bankingplatform, and delivered solutions to Retail Banks globally. Hehas also created facial recognition solutions used on theInternet. With his team he has now created the world’s firstintelligent conversation platform. He believes that FinancialInstitutions who do not close the performance gap will bedeserted by their customers. Jim is married with two sons. Heis passionate about his sports and is an avid coach and fan ofvarious Football teams.

CASE STUDY: METRO BANKAndrew Richards, Director of Regional Retail Banking, Metro Bank

Andrew joined Metro Bank in early 2013 to lead and manageregional store growth as Metro Bank continues to expandthrough 2013 and beyond. Andrew is passionate about retailbanking and developing talent. He joined Metro Bank fromTD Bank, where he was the Senior Vice President of RetailBanking. Andrew began his retail banking career in 1985when he joined Commerce Bank as a store colleague. Over a23 year career with Commerce Bank, Andrew worked in anumber of prominent roles including Store Manager andRegional Manager, giving him experience in many differentareas of banking operations.

CHAIRMAN’S SUMMARYFollowed by Drinks Party

CUSTOMER ENGAGEMENTIN FINANCIAL SERVICES

21MAY 2015LONDON

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