What Awaits Customer Experience in Financial Services 

in 2021 – the Year of Hope 

Thursday, March 11th, 10:00 am EST

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

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.

Together, we aim to uncover:

  • 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



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.

Related Resources


Keep Calm and Invest in Digital

In our expert opinion podcast, Corey User, Partner at Wipro Digital, shared his insights on the short and long-term effects of Covid-19 on the financial institutions and why listening to the voice of the customer in unprecedented times is crucial Listen now


Contextual Relevance to Drive Continuous Improvement in CX

How can companies leverage voice of the customer (VoC) to understand the context of the experience and improve customer journeys? Watch now


Blog Post

4 Ways to Focus Voice of Customer Programs During the Covid-19 Pandemic

As the first wave of the impact of the pandemic is experienced, we see some changes in this initial response. Based on our conversations with our clients in banking, retail and insurance, we wanted to share approaches and actions regarding Voice of the Customer programs Read more




 With increasing competition across industries, it is more important to understand what customers are thinking about the products and/or services provided by companies.
Voice of Customer program enables companies to systematically capture, track, and analyze customer feedback and act based on the collected insights.

Discover Voice of Customer Solution