CXFS Day 2: Highlights and Talking Points

Customer Experience consultancy, Resonation
23 February, 2017 |

Yesterday we covered some of the highlights from Day 1 of the CXFS including some fascinating insight from LVE’s COO, Steve Knight.

After the dust has settled from another informed and innovative series of panels and keynotes, we have once again extracted the best of the action from Twitter on the concluding day of the Customer Experience Exchange for Financial Services.

CX vs CS

The difference between Customer Service and Customer Experience summarised perfectly by the good folks at Bizagi.

Financial Ombudsman says “Listen and Learn”

Caroline Wayman advised delegates to turn complaint procedures into a feedback mechanism to drive continuous improvement in your Customer Experience.

Lloyd’s focus on simplicity

New kids on the block keeping the old guard in check

Fintech disrupters are much more than a flash in the pan and Starling Bank are proving that they are not afraid to ruffle the feathers of some of the established players. We particularly liked this clever stunt back in August when rival Startup Monzo had their rebrand launch spoiled by some clever domain squatting.

Rounding off with the big issues

And Finally… We finished with the roundtable group session discussing the burning CX issues in 2017: Customer Centricity, Legacy and Digital.

That’s a wrap, we have thoroughly enjoyed following all the happenings in Syon Park over the past few days.
What were your highlights from this years event??

Do leave us your thoughts over on Twitter

Stephen Ruschitzko

Stephen Ruschitzko is MD of Resonation and brings 25 years of customer service operational experience working in Telecoms and Media to his new role. He understands acutely the pressure placed on C-level executives to create customer experience (CX) programmes and initiatives that deliver tangible, bottom-line results within large organisations.