Watch on Demand

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

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