2:20 PM - 2:45 PM: Fidelity International CX Inspiration | How Fidelity International democratises the voice of 2 million clients to spearhead customer experience improvements and drive a client centric transformation.
Setting themselves the target of being world class in client experience, Investment Management firm Fidelity International, launched their new global NPS programme in 2017. The programme allows the business to live and breathe the Voice of the Customer with real time feedback available to everyone at their fingertips to act upon. Join this session to hear from Stella Creasey, Voice of the Client Lead, and Pete Johnson, Voice of the Client Senior Manager, how they have done this, with a particular focus on how they have engaged senior leaders, proven financial linkage and improved employee engagement at the front line.
2:50 PM - 3:15 PM: Banking CX Inspiration from former ABN Amro VP of CX Retail & CX Consultant
.Winning in a customer centric world comes from driving action and transformation from scalable feedback. During this session, Bart-Jan van Duijn, former VP of CX Retail at ABN AMRO & now Co-founder, The Experience Professionals, alongside Jeroen van Deurzen, former CX consultant, ABN AMRO & now Co-founder, The Experience Professionals, will share their experience of how ABN AMRO increased its transactional NPS by more than 20 points in just 18 months. They will discuss how to make scalable customer feedback actionable, within the banking environment, and the positive impact this has on business results.