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What Awaits Customer Experience in Financial Services 

in 2021 – the Year of Hope 

In our expert opinion webinar, we are joined by Graham Clark, experience management revolutionary and leader at Customer Results and Michelle Spaul, Customer Experience Consultant and Founder of Delta Swan, to uncover the challenges and opportunities for CX in financial services

Watch the recording now

2021 has become a year of hope and recovery. Over the past year, we’ve all witnessed how customer expectations can change in a single day and how the acceleration of digital transformation may have just saved five years for companies, according to a recent McKinsey study*.

So, what awaits customer experience in financial services and banking in 2021 – the year of hope?

In our first webinar of the year, we are excited to feature two experts. Graham Clark, a passionate experience management revolutionary, bringing 35 years of experience across EMEA, APAC, and the Americas driving business improvement and transformation. Our second expert speaker, Michelle Spaul, Customer Experience Consultant and founder of Delta Swan, believes in SMBs deserve the competitive advantages enjoyed by big companies and was named one of the CXM’s CX Stars of 2021, placed in the top ten of professionals.

 

Our discussion topics include: 

    • The challenges and opportunities for financial services in 2021

      • For the first time ever, Graham will share the initial findings of the annual CX Challenges Report by Customer Results (we will share the full report following the webinar)

    • CX themes for financial services – Recommended action areas to get the most out of 2021

*https://www.mckinsey.com/business-functions/mckinsey-digital/our-insights/the-covid-19-recovery-will-be-digital-a-plan-for-the-first-90-days

    Featured Speakers

    Graham Clark

    Graham Clark

    VP Customer Experience & Digital Transformation & Consultant at Customer Results

    Graham is a passionate Customer Experience (CX), Employee Experience (EX) and Experience Management (XM) revolutionary. Graham brings 35 years of experience across EMEA, APAC, and the Americas driving business improvement and transformation through evolving tech and digital-driven customer and audience-centric movements to the largest global corporations in Financial Services, Insurance, Media & Entertainment, Technology, Travel & Transportation, Retail, Pharma, Healthcare, CPG and Business Services. As the leader of Customer Results, Graham is also the author of the annual CX Challenges Report and the leader of a popular CX podcast at www.talkingcx.com
    Michelle Spaul

    Michelle Spaul

    Customer Experience Consultant & Founder of Delta Swan

    Michelle is a Customer Experience Consultant who believes small and medium-sized businesses deserve the competitive advantages enjoyed by big companies and understands the time and cost constraints that get in the way. With a long history of helping companies, teams, and individuals working more closely, more beneficially with clients and customers, she knows what is necessary and how to deliver business results. She was named one of CXM’s CX Stars of 2021, placed in the top ten professionals.
    Poyraz Ozkan

    Poyraz Ozkan

    Co-Founder at Alterna CX

    Poyraz Ozkan is the co-founder of Alterna, the team behind the AI-based Customer and Employee Experience Management solution: Alterna CX. Previously Poyraz was a principal at the management consulting firm Peppers & Rogers Group, serving clients in telecommunications, retail, and transportation industries across 4 continents.

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