In recent years, customer experience has evolved in dramatic ways. Consumer needs, behavior and preferences stand at the center of every company’s bid to create a better experience. However most banks (and also top players) have lost focus and effectively only address 10 percent of their audience needs—the consumption side.
As individuals, people are in "customer mode" for no more than 10 percent of their life, for the remaining 90 percent of their time they’re just humans.
Now, a paradigm shift is needed to put the client at the center of companies’ obsessions, pivoting from the traditional “consumption” sphere to a re-discovered “culture” sphere.
This means understanding the deepest needs, values and aspirations of their customers and crafting a range of offerings, touchpoints and experiences that ladder up to create better Human Experience.
Welcome to the first edition of “Accenture Interactive Banking Talks: towards Human Experience” the most innovative and powerful interactive talks about how to provide the best customer experience on the planet.
THURSDAY, 8th NOVEMBER EXCLUSIVE DINNER
TRUSSARDI ALLA SCALA RESTAURANT 19.30
FRIDAY, 9th NOVEMBER CONFERENCE DAY
ACCENTURE CUSTOMER INNOVATION NETWORK 9.00
|09.00||>||Welcome and registration|
|Ambrogio Terrizzano – from Customer to Human Experience in Banking|
|Christophe Scarton – Transforming a commodity in a ‘what else’ moment for a superior customer experience – both in outstanding boutiques and online|
|Mosiri Cabezas – Effectively managing the ‘human experience’: being ‘where life happens’, everyday|
|Sid McGrath – Brand Nirvana: Closing the Human Experience Gap|
|Brett King – Bank 4.0 – Banking everywhere but not at a bank|
|12.15||>||CaixaBank – Imaginbank|
|Javier Mas – For young people of all ages: ImaginBank and the story of millennials’ value translated into extended banking|
|Raman Bhatia – Listen, talk, be open: how HSBC and First Direct are building a more cognitive, human banking experience|
|Mark Curtis – Being Human in the Digital Age|
|Kim Baylor – How to ‘LEAD’ in the customer intimacy arena by bringing the human touch into a digital environment|
|Fredrik Cedervall – Bringing people financial happiness|
|Richard Benson – Bringing the brand promise to life through every touchpoint and interaction: lessons from physical distribution champions|
|The event will be moderated by Philippe Van Fraechem, General Manager, North Europe & Worldwide Programme Director, EFMA|
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Accenture Interactive FS EALA Lead,
Head of Customer Experience,
Chief Digital Officer,
Founder & Chief Strategy Officer,
Founder, Author & Banking Guru,
Chief Marketing Officer,
CaixaBank - Imaginbank
Head of Digital Bank UK,
Chief Client Officer & Co-Founder,
User Experience Director,
Director of Product Delivery,
Creative Managing Director,
Philippe Van Fraechem
General Manager, North Europe &
Worldwide Programme Director,
ACCENTURE CUSTOMER INNOVATION NETWORK - Piazza Gae Aulenti, 8 Milan
The Accenture Customer Innovation Network (ACIN) works with clients to bring innovation to redesign the future of industries: we challenge the status quo, we look at how business engage with customers, how they can transform rapidly, develop prototypes and quickly test, learn and adapt.
We bring market expertise, industry leading practices, technologies, and consumer research together to create an experience that helps our clients think differently about the future of their company.