David Collins
Group Marketing Director, Great National Hotels & Resorts
David Collins
Group Marketing Director, Great National Hotels & Resorts
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Do customers understand the benefits of big data?
With privacy and data protection high on the popular agenda, customers are increasingly asking questions about how their data is used. We asked some of the top speakers at this year’s 20:20 CX Summit; how to sell Big Data to your customers?
Yann Gourvennec
Founder & CEO, Visionary Marketing
The Financial Services industry has spent much of the past five years imagining what the bank of the future will look like. Marketing expert Yann Gourvennec believes this future focus leads to too much emphasis on tomorrow and not enough on today. In this challenging and thought-provoking article, Yann tells us why existing technologies and enthusiastic customer adoption mean that the bank of the future should in fact be the bank of today.
Robert Tas
Chief Marketing Officer, Pega Systems
Customers have not just demanded a seat at the table, they have taken one.” Here, Robert Tas, Chief Marketing Officer at Pegasystems, examines the implications of this change for your business’ management and governance, considering the case for the Chief Customer Officer, and how to involve the entire organisation in transformational change.
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The Future of (Digital) Banking
Brett King, CEO & Founder of mobile bank Moven, told us that digital needs to move beyond a department, to become part of the DNA of all banks. This means the new key skill sets in banking will be data crunching, story telling and experience design; and for bankers resistant to change, his advice is that, "it's probably time to start looking for a new job".
Peggy Barthes-Streit
Head of mData, Everything Everywhere
Taking a innovation-led approach to Big Data, Peggy Barthes-Streit, Head of mData at the UK’s largest mobile network, EE, explores the future of analytics. Insights include the revolutionary potential of the ever-expanding Internet of Things; how to boost your ROI on advertising spend with the help of m-data; and how data visualisation is essential to reaping the rewards of data analytics.
Jeanne Bliss
Customer Experience Expert & Speaker
Getting the right leadership and operating model to deliver outstanding customer experiences remains one of the enduring challenges for many service-oriented businesses. Here, Jeanne Bliss, named one of SAP’s top Customer Experience Influencers of 2014, presents the first chapter of her book exploring the virtues of the Chief Customer Officer role, and how it can deliver for your customers and your business alike.
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What's the state of digital maturity today?
Steve Pateman, Head of UK Banking at Santander examines the state of digital maturity across Europe, discusses the benefits of customer-centric over product-centric banking models, and tell us why banking must learn from best practice players in media and e-tail.
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Industry Case Study: engaging with customers through digital in Life & Pensions
A video case study of how the Life & Pensions industry is embracing digital change, with insights from some of the industry’s top C-suite strategists.
Arnel Leyva
Global Head of Marketing, autoGraph.me
In the age of Big Data, how should companies approach the cultivation, storage and use of customers’ data to deliver personalised experiences? In this article exclusive to the Network, Arnel Leyva, Chief Marketer at autoGraph.me, encourages a reassessment of personalisation orthodoxy, suggesting a transparent and respectful approach to data collection that will strengthen customer relationships.
Allister Green
Business Development Controller, Cumberland Building Society
In the last few years, digital transformation has grown to become an impossible-to-ignore buzzword, and a core competency of many management consultancies. For those focused on the customer experience, the potential benefits of digital change are many, as technology promises to deliver greater flexibility and a more bespoke service to customers. Here Allister Green, who has been instrumental in delivering digital change at Cumberland Building Society, writes about keeping the customer at the heart of your digital strategy, and remembering who the technology needs to serve.
Mark Evans
Marketing Director, Direct Line Group
Exclusive to the Network, Mark Evans, Marketing Director at Direct Line, tells us how the company are addressing industry commoditisation with a focus on the customer experience. Direct Line are aiming to differentiate themselves with a service-led proposition that plays across all of the customer touch points - social, digital and contact centres - helping to breathe life into their brand promise and ensuring it goes deeper than just a clever creative campaign.
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Where next for banking on the go?
Ben Green, Santander’s Head of Innovation considers what’s next for mobile banking, from making purchases easier and cheaper to addressing the security concerns of late adopters.
As omnichannel models proliferate, so do the points of customer interaction and the marketing and customer experience opportunities that go with these. Here Adobe, global digital marketing experts and sponsors of the 20:20 Customer Experience Summit, talk about the emerging ‘touchpoint marketing’ model, and how it can help your business negotiate an increasingly complex commercial landscape.
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Establishing Role Clarity: a John Lewis Obsession
John Lewis is “obsessive” about generating role clarity. Retail Director Andrew Murphy outlines how simplifying roles and responsibilities results in effective workers and staff who are clear about what they have to do. Too much complexity can lead to confusion and inconsistency from staff.
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Exclusive Interview: Santander's Head of UK Banking talks digital, metrics and price vs. service in the CX mix
Steve Pateman from Santander reflects on the challenges of going digital and considers the importance of hiring the right people, measuring the experience and getting the balance between pricing and service right.
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Why aren't your customers listening?
Marks Evans, Marketing Director at Direct Line surveys the digital consumer landscape, where customers are active across multiple platforms, subject to thousands of branding messages daily, and where the average attention span has more than halved in the last decade.
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Creating social conversations that build trust
Hear how President Obama used local relationships to build trust with voters in the build up to the 2012 election.
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Creating your own social network
Vince Chaney, Managing Director of Bennetts explains how his firm has gone about building its social presence, and why it ultimately led to them building a platform of their own.
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The questions you need to answer
Vince Chaney, Managing Director of Bennetts, the bike insurer, discusses the questions you need to answer to develop a successful social media strategy.
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Does your business need to be in every channel?
We caught up with Kitri Srivastava of Hiscox at our Operations and Technology in Financial Services event and asked her, should organisations embrace omnichannel and be in every channel?
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What is the difference between multichannel and omnichannel?
Alison Wilkes, general manager of FIS took part in our recent Omnichannel Banking Webinar. We took the opportunity to ask her, once and for all, ‘what is the difference between a multichannel and an omnichannel service?’
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Omnichannel: creating joined up relationships
Anne Boden, former COO at AIB Bank gives her views on the challenges of delivering omnichannel, and why banks haven’t quite delivered it yet.
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Memorable customer experiences: Nigel Doust
Nigel Doust, Chief Executive of Blackbay, discusses a modern and memorable high street experience
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What is omnichannel?
What actually is omnichannel and how does it differ to multi-channel? Anne Boden, former Chief Operating Officer at AIB explains.
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An exclusive 1:1 with Pegasystems' Director of Product Marketing
At 20:20 Customer Experience Summit, we took the time to sit down with Jeff Foley, Director of Product Marketing at Pegasystems to talk service centres, case data, metrics, automation, single view of the customer and how you can stand out from not only your competitors but also huge brands leading in CX.
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How the role of social media in CX is evolving
We caught up with Shep Hyken this Tuesday, to gain his insights on how the role of social media in CX is evolving. To use social media effectively, companies now need to move beyond the read and react strategies they have developed over the last few years, and become proactive users of social media channels, with a sound grasp on content marketing. Shep shared tips for success, and best practice examples he’s seen first-hand.
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Data & Analytics in Insurance
Commercial Director of AXA Group, Gareth Howell warns companies to not simply jump on the Big Data bandwagon but think strategically about how best to use data & analytics and the skills required.
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Why you should be investing digital: handy stats for marketers
Underlining the importance of investing in digital, Marketforce have pulled together a compelling case for the pace of digital change!
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