Programme
Conference Day One, 27th January 2010
08:30 Registration and coffee
09:00 Chairman’s opening remarks
James Wycherley, Associate Director, Insights and Propositions, Barclays
09:10 Financial services pre and post credit crunch
- What has changed in the economy and the industry?
- When will we see recovery, and what will it look like?
- Outlining future implications
Dr Gordon Blunt, Analytics Expert
09:50 How the digital exchange will transform the way we communicate with our customers and utilise our insights
- The new purpose of ‘touch points’
- Enabling the shift from customer centric strategies to customer driven realities - and how research and insight helps drive this transition
- The new purpose of ‘touch points’
Joan Mattocks, Director of Internet Services, Barclaycard
10:30 Morning coffee and networking
10:50 Implementing strategies to deliver the motivators that will reassure your customers and bolster profits
- How are consumers allocating their finances and making financial decisions in the financial crisis? How has this changed over the last year?
- How closely can we look at US consumers and their experiences and see patterns compared to the financial issues impacting the UK consumer?
- What strategies must be implemented to reach specific consumer segments to underpin the values of reassurance, trust and confidence?
- Findings from brand new US/UK consumer research looking into how the consumer mindset has changed over the last year
Mark Willard, Senior Vice President, Market Strategies International
11:30 Panel discussion – are we witnessing the dawn of a new era with less borrowing and spending and more saving and investing?
- Are we in fact exiting the recession?
- Is it the end of the conspicuous consumption based on borrowing and what does this mean for your business?
- How can you adapt your business to appease this supposed new consumer paradigm of the saver and investor?
Glyn Perrett, Senior Manager, Market Research, Nationwide
Ian Longley, Head of Insights, Yorkshire Building Society
12:10 Networking lunch
13:10 "Trust me, I’m in financial services" - a discussion of The Forum's latest research into fairness and trust
- How trust has fared during the recession
- Have some sectors emerged better than others?
- What seems to be driving trust?
- Measuring and benchmarking fairness
- The relationship between trust, fairness and satisfaction
- What should we make of the last two years?
Nigel Waite, Director, Financial Services Research Forum
13:50 Roundtable discussion - examining the outlook for trust and fairness as a result of the last two years
Delegates will form small groups to compare viewpoints on the questions below. Discussions will last 40 minutes and upon completion, each group will feedback to the entire delegate faculty.
- What is the definition of a fair bank?
- What is the outlook for trust and fairness as a result of the last two years?
- How you can build and maintain trust using research and insight?
- Which techniques are proven capable of retaining your customers at a time when they lack confidence in the industry
Facilitated by:
Glyn Perrett, Senior Manager, Market Research, Nationwide
14:30 Afternoon break and networking
14:50 Internal integration – clearly communicate your research and insight findings to the board to achieve buy-in
- Ensuring internal communications of research and insight initiatives are clear and relevant to successfully assist in decision making
- Driving insight findings internally to reach decision makers and increase board buy-in
- Measuring and demonstrating ROI to ensure board buy-in
David Keel, Head of Market Management, Allianz Retail
15:30 Out of industry case study - how insight is used within BSkyB to drive major strategy decisions, improve customer retention/acquisition rates whilst increasing customer satisfaction
Danny Russell, Marketing Strategy Director, Sky
16:10 Closing remarks from the chair and end of day one
Conference Day Two, 28th January 2010
08:45 Registration and coffee
09.00 Chairman’s opening remarks
James Wycherley, Associate Director, Insights and Propositions, Barclays
09:10 How to re-gain trust and build a perception of fairness through research and insight
Dr Steven Althaus, Head of Global Brand Management, Allianz Germany
09:50 Roundtable discussion - using insight to deliver value for those customers who are experiencing little, if any, value
Delegates will form small groups to compare viewpoints on the questions below. Discussions will last 40 minutes and upon completion, each group will feedback to the entire delegate faculty. How do you give your customers value when all they want is preferential interest rates on their savings?
- How can you utilise research and insight to meet customer expectations as they begin to expect more value-added services?
- For which value-added services will your customers pay that little extra?
- Is it true to say that there is not much differentiation on price so value is a necessity to maintain profitability?
Facilitated by:
James Wycherley, Associate Director, Insights & Propositions, Barclays UK Retail Banking
10:30 Morning coffee and networking
10:50 Criteria for successful marketing research projects and a comparison between the Netherlands and the UK
- How research can bolster profitable customer relationships
- Guidelines that will guarantee the success of market research projects - plus examples of the most effective market research and database research techniques
Geoffrey Van Meer, Database & Research Manager, Rabobank International
11:30 Strengthening your brand’s reputation by pinpointing and reacting to dissatisfaction scores relating directly to your brand, not the overall market
- Understanding dissatisfaction scores and using insight to improve public opinion of your brand
- Ensuring recognition – what methods truly engage the modern financial services customer?
- Using the voice of your customers to drive everything you do and improve your brand’s reputation
Richard Harris, Vice President, Acquisition, American Express
12:10 Networking lunch
13:10 Out-of-industry case study - Utilising data driven insights - developing appropriate strategies for key stages of the customer life-cycle to increase customer retention
- A look at O2’s churn modelling and how the model has evolved over time
- What are the triggers of increased churn? Key events that create risk within a customer’s life-cycle
- Contagious churning – the impact of key influencers on social networking blogs and how to reduce their influence on your retention rates
Jacqui Quilter, Head of Insights, O2
13:50 Strengthening existing relationships and enhancing your engagement programmes by developing multi-channel consistency
- Integrating your off and online experience to meet and exceed customer experience expectations
- Remaining cost-effective whilst answering to customers that expect more, and demand more, from your brand as they use more cross-channel offerings
- Ensuring that off and online initiatives remain consistent but adaptable as expectations on each medium vary
Annette Mitchell, Head of Customer Change and Implementation, Nationwide
14:30 Afternoon break and networking
14:50 Centralising the Research & Insight function
- Achieving and sustaining board buy-in
- Gathering and leveraging existing assets
- New assets - what to build and what to buy
- Techniques explored and techniques ignored
Guy Shone, Head of Research, Skandia UK
15:30 Issues of power, desire and guilt around financial institutions branding
How an anxiety around institutional and consumer power has been a long-term trend, as exhibited by conscious and unconscious cues in advertising
Strategies for avoiding financial branding as a source of anxiety for company and consumer
How have the events of the last 18 months changed the culture and symbolism of money and finance and how the sector might move forward?
Greg Rowland, Founder, Greg Rowland Semiotics
16:10 Closing remarks from the chair and end of conference
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