Customer experience is a key competitive battleground in banking and financial services. A 2017 Forrester analysis reveals an exponential relationship between CX performance and revenue potential – every one point improvement means increasingly higher revenue returns, potentially hundreds of millions in revenue for larger organizations.
Nearly every bank has made CX performance a top priority but efforts to improve have met with mixed success - only 1 in 5 firms are seen as “very good” or “excellent”.
What are the leaders doing differently? How is the financial services industry approaching the mandate to improve in CX?
With that context, please join us and your peers for dinner and lively conversation in San Francisco at 5:30pm Thursday, February 22 to discuss Winning the Battle for Customers in Financial Services.
We’ll start off with brief thought-provoking presentations on cutting-edge CX trends and strategy from Don Peppers, best-selling author and global CX authority; and Paul Hagen, Senior Principal in CX with West Monroe and former Forrester Principal CX Analyst. You and your peers from other local banks and financial services firms will then explore and share challenges, learnings and what’s working/what’s not in making great CX happen.
Please RSVP soon as space will be limited.
Recognized for 25 years as one of the world’s leading authorities on customer-focused business strategies, Don Peppers is an acclaimed author and co-founder of Peppers & Rogers Group. His latest company, CX Speakers, delivers workshops, keynote presentations and thought leadership consulting on customer experience topics. His life’s work of helping companies build better customer relationships has taken him to more than 60 countries on 6 continents. Today, he is the most widely read LinkedIn Influencer on the topic of “customer experience,” with over 300,000 followers.
Paul Hagen is a senior principal with West Monroe Partners in San Francisco where he heads the firm’s customer experience and innovation strategy. He is an experienced strategy, customer experience, and marketing professional with over 20 years of market research, human-centered design, technology and digital strategy, facilitation and project management experience and a track record for creating solutions that enable business goals through innovative technology and systems.
When: February 22, 2018 at 5:30 pm
Where: Prospect Restaurant, 300 Spear Street, San Francisco (map)
Questions? Please reach out to Maggie Santolla.