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
Succinct differentiation between #CustomerService & #CustomerExperience by Barrie from @bizagi @cmexchange #CXFS pic.twitter.com/BaGvm6rWtR
— Jen Brown (@jen_brown_77) February 22, 2017
The difference between Customer Service and Customer Experience summarised perfectly by the good folks at Bizagi.
Financial Ombudsman says “Listen and Learn”
“Don’t turn customer complaints into a battle…they have v.useful insights to share.” says CEO of @Finanicialombuds, @cmexchange #CXFS pic.twitter.com/4QKqiH4kct
— Jen Brown (@jen_brown_77) February 21, 2017
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
Do you have a clear customer strategy in your business? 3 tips from Lloyds Banking Group for mapping the journey to #CX success! #CXFS pic.twitter.com/1mzKu71SUP
— CM Exchange Network (@cmexchange) February 22, 2017
New kids on the block keeping the old guard in check
A new, disruptive #bank is in beta…@StarlingBank. Combination of a bank & a #fintech: Changing the way customers experience banking. #CXFS pic.twitter.com/63lHYlgc9t
— Jen Brown (@jen_brown_77) February 22, 2017
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
Final session of round tables at the Customer Experience Exchange for FS discussing customer centricity, legacy & digital #CXFS pic.twitter.com/lm729ea3lC
— CM Exchange Network (@cmexchange) February 22, 2017
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