Strengthening the customer relationship in banking - MoneyLIVE
Stronger customer relationships start NOW - join your banking peers online and seize the opportunities from AI, personalisation and value-added services.Customer expectations around personalisation are rapidly evolving and, with heightened challenger competition on the horizon, strengthening customer relationships has never been more vital.At the recent MoneyLIVE Summit conference in London, 45% of on-site survey respondents identified deepening personalisation and value-added services as one of the key commercial opportunities for banks in the year ahead.This webinar will explore the practicalities of personalisation – how banks can transform communications and enhance customer engagement through tailored and meaningful interactions regardless of channel.Attend to gain insights on: • The critical role of tailored, relevant communications for seamless outcome-focused journeys• Key insights and best practices for communication, experience and customer journey design• How to enhance customer outcomes and understanding through fine-tuned messaging• The potential of AI and new technology in driving personalisation and customer engagementDiscussion points:• Strengthening the customer relationship today: why is transforming communications key?• Beyond Consumer Duty: why must banks rethink communications beyond compliance and cost?• Outcomes-based: how can banks tailor messaging to enhance outcomes and understanding?• Enhancing nudges: how can banks optimise the frequency, timing and content of reminders?• From inclusive design to personalised support: how can communication for vulnerable customers be improved?• How can banks leverage touchpoint data for deep and real-time insights into customer needs?• Navigating uncertainty: how can banks ease customer anxieties and adapt to customer attitudes?• How can banks orchestrate omnichannel journeys for meaningful interactions regardless of channel?• How can AI be leveraged to personalise customer communications and enhance engagement?Who's speaking: • Tamara van den Ban, MD - Customer Propositions, Lloyds Banking Group• Maeña Twomey, Head of Customer Journey Transformation (Commercial lending), NatWest• Damian Parker, Financial Services and Banking Principle, Quadient
