Barclays Case Study: Forming a customer-led organisation

Barclays Case Study: Forming a customer-led organisation

At the 3rd annual 20:20 CX Summit, Matt Hammerstein – Head of Customer & Client Experience at Barclays – presents a case-study of how Barclays have positioned themselves to meet the ever-higher demands of customers, who increasingly expect banks to deliver experiences as rewarding and compelling as those in retail or hospitality.

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Doddle - Understanding how to add more value for your customers

Doddle - Understanding how to add more value for your customers

At the 3rd annual 20:20 CX Summit, Richard Taylor, Retail Operations Director at rapidly-expanding logistics firm Doddle, discusses how the company have emphasised customer value to shake up their market. Richard argues that the bedrocks of customer value are a well-embedded culture of customer-centricity; a proper understanding (and anticipation) of customers’ needs; and a highly-responsive CRM function.

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Bupa - Designing an experience that inspires loyalty

Bupa - Designing an experience that inspires loyalty

At the 3rd annual 20:20 CX Summit, Andrew Clayton, Global Brand & CX Director at Bupa, examined the cornerstones of loyalty in the highly-emotive context of healthcare and insurance provision. Offering key learnings from Bupa’s ongoing journey towards customer-centricity, Andrew argues for a process of transformation that keeps going to embed the customer at the heart of your business.

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5 Mins with Jamie Brighton, Adobe

5 Mins with Jamie Brighton, Adobe

At the 3rd Annual 20:20 CX Summit, Jamie Brighton, EMEA Product Marketing Manager at Adobe caught up with Marcio Rodrigues, Board Ambassador for the Customer Experience Professionals Association. Jamie discussed the company’s key concept of the ‘experience business’, the role of big data in the mix, and his top tips for embedding customer-centricity.

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Leveraging the power of data at the heart of government

Leveraging the power of data at the heart of government

The government has access to an enormous data set, unrivalled in the private sector, yet traditionally the silo-ed structure of government departments and archaic legacy systems have held public services back. However, many are now at the forefront of the data revolution, and here, the Government Digital Service’s Head of Policy & Departmental Engagement, Felicity Singleton, discusses some of the ways this impressive reform has been brought about.

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SSE Case Study: Building strong customer relationships

SSE Case Study: Building strong customer relationships

SSE are consistently ranked top for customer satisfaction in the energy sector, a highly-regulated, heavily-scrutinized industry that has struggled to build customer relationships since privatisation and competition were introduced. Here SSE’s Managing Director of the Retail business – Will Morris – outlines some of the ways SSE has tried to engage and understand its customers better, as a foundation for providing outstanding customer experiences.

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Your employees know your customers better than you do

Your employees know your customers better than you do

Manuela Pifani – Head of Customer Strategy & Experience at Direct Line Group – tells us why it’s crucial to use your customer contact points as an opportunity to engage with your employees about what customers really want. In so doing, companies can flag and rectify recurrent problems, of which senior management is often left unaware.

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Case Study: Customer-centricity & the Government Digital Service

Case Study: Customer-centricity & the Government Digital Service

In this exclusive case study, Felicity Singleton, Head of Policy & Departmental Engagement at the GDS, talks about the successes and challenges the unit has had working inter-departmentally to innovate service design and delivery across government.

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The 3 pillars of Santander’s Omnichannel Strategy

The 3 pillars of Santander’s Omnichannel Strategy

Santander are expending significant investment and effort into creating “robust and rewarding” omnichannel experiences for their customers. In this exclusive video clip, Manroop Khela, Director of Omnichannel at the bank talks about the role of lean methodologies, CRM systems, and breaking down silos to create consistent, convenient, and responsive customer experiences across all channels.

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An Interview with Michael Plimsoll, Adobe

An Interview with Michael Plimsoll, Adobe

Michael Plimsoll, Senior Manager – EMEA Product & Industry Marketing at Adobe, speaks to John Hall, Managing Director of new-entrant Maasthaven Bank about “telepathic” banking, mobile, and what defines outstanding customer experiences.

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2 Minutes with Rob Kerner, Strategy Director, CX, RBS

2 Minutes with Rob Kerner, Strategy Director, CX, RBS

At our recent 20:20 Customer Experience: Financial Services conference, we caught up with Rob Kerner, Strategy Director, Customer Experience at the Royal Bank of Scotland, to talk about retail banking, channel strategy, and what customer-centric excellence looks like.

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