Customer Engagement in Banking
Delivering on the promise of personalisation
Today’s customers have ever-increasing expectations of the brands with which they interact across the board, demanding seamless, timely and hyper-personal interactions. Banks are beginning to rise to this challenge of delivering GAFA-like experiences for their customers but they still have a long way to go.
One possible way forward is to find the key to relevancy and figure out how to delight customers with contextual experiences. Another is broadening available channels in order to engage every kind of customer in the way in which they prefer.
Gain insight into these solutions and explore the possibility of real-time personalisation while keeping the human touch alive across digital interactions, to ensure every interaction, everywhere, delivers on the promise of personalisation.
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Laura Joseph is Head of Core Journeys for Barclays Business Bank, where she is responsible for SME customer experience across the Barclays App and Web banking environments, with a remit to create innovative digital and data products and account servicing tools for Barclays Business Banking customers. She was previously Head of Digital for Barclaycard, where she delivered the UK’s first instant digital credit card, and was responsible for initiating digital transformation across the Barclays Financial Assistance scheme.
Laura believes that data, insight and personalisation provide amazing opportunities to build a meaningful connection with customers in both digital and colleague-led channels, and is of the power of great customer experience to build loyalty, value and longevity.
Previous to joining Barclays, Laura spent 17 years in the telecommunications sector developing a variety of innovative and disruptive technologies, including Broadband, IP Voice and SaaS products for Consumer, Business and Wholesale markets. She is a founder member of Barclays Digital Women, leads a number of Diversity and Inclusion initiatives, and is passionate about mentoring, organisational culture and building great teams.
Laura has a Masters in Classics from St John’s College, Oxford and an M.Sc. in Computer Science and Information Systems from Liverpool University, and reckons both have been equally valuable in her career. A born-and-bred NW Londoner, Laura has 3 children, 1 husband and a Cockapoo, loves horse-riding and good coffee, and, in her free time, is a coach for the Female Leadership programme at St John’s College, Oxford.
Uttiyo is the Head of Strategy for HSBC UK Digital Bank and leads the Open Banking & PSD2 Commercialisation team. Previously he was the Head of Everyday Banking for HSBCs retail bank in the UK. Prior to this, Uttiyo spent the past 13 years at HSBC, across numerous roles from Group Head of Analytics in wholesale banking, Product Pricing and Analytics, Head of Credit Risk and as Chief Risk Officer of the UK and European retail bank.
Before joining HSBC, Uttiyo worked across 7 different countries in Asia and Middle East in customer facing Corporate and Retail Banking executive roles at Standard Chartered Bank.
Uttiyo strongly believes in the need for a customer centric and data driven approach to Retail Banking and Wealth Management.
Yvan has over 25 years of research and insights experience, acquired both in the UK and internationally. A French national, Yvan has held positions of increasing responsibility at top blue chip Fast Moving Consumer Goods companies, e.g. the Coca-Cola Company, Danone, PepsiCo and SABMiller (now part of ABInbev) where he was Europe Head of Insights and Media.
Yvan then decided to move to financial services. Since November 2016, Yvan is the Head of Customer and Market Insight at Virgin Money.
Yvan has a keen interest in behavioural economics and decision science. He holds a postgraduate degree in Quantitative Marketing and a master’s degree in Business
James is the Senior Regional VP of the Customer Experience business for Salesforce in the UK - supporting enterprise customers within the Retail Finance, Insurance, Utilities, Telco, CPG, HLS, Media, Gaming sectors. James has been involved in supporting innovation within the Financial Services Sector for more than 10 years. He was previously a business change consultant focussing on operating models, organisational redesign and management systems implementation.
Lindley Gooden is a journalist and filmmaker who has worked at the very top levels of British broadcasting and news since the early 1990s.
He has worked in national radio and television as:
- A Senior BBC Journalist
- A presenter on channels as diverse as BBC One, Radio 1, BBC Three and Five and a range of other national and regional radio stations.
- The Consumer Affairs Correspondent on Sky News and Five
Prior to his years in the national media, he was known as the most successful Head of News in local commercial radio – launching new services and dramatically raising audience share and reach, using tools that have since been adopted by radio groups across the UK.
Lindley now works with companies, charities, government and other organisations creating and delivering their own media needs.