Customer Experience: Are we getting it all wrong?

• 22.10.17 •

Arttu Tolonen • Communications Specialist, Group

Futurice Global Principal, Advisory John Oswald dares to challenge current thinking on Customer Experience with its emphasis on data, marketing, channel strategy, technology and analytics.

Speaking at the second CXC Customer Experience Conference 2017 which focuses on Financial Services, John acknowledges that delivering outstanding CX is ridiculously challenging in a highly regulated financial services sector. But given the ongoing disconnect between banks’ marketing and customer’s actual day-to-day interactions with banks, might there be an alternative approach?

Customer experience at heart is all about helping people engage better with their world. Money is of course an important part of our world. Which means the financial services sector has a critically important mission in helping people engage with money and all it represents.

John will argue that by definition, customer experience is a cross-silo objective, a cultural phenomenon, in short - it’s a human thing, with all the chaos and unpredictability that this implies.

His talk aims to get under the skin of what it takes to deliver and continue delivering a truly superior customer experience - looking at it through the lens of capability building and culture development.

If you are seeking an alternative, insightful perspective on how banks can deliver human-centered financial services that can delight and surprise, this is the talk for you.

John’s session is 11.00 to 11.30 am on Tuesday 24 October 2017 at the Customer Experience Conference: Financial Services 2017. 

Follow the conference via social media #CXC2017 or our commentary at the event #FutuCXC.

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