Building Powerful Customer Communications in Financial Services
Timely, relevant, meaningful
The key to business success in today’s high expectation environment is to find the most effective way to communicate with customers. Amongst expectations for speed and convenience, today’s customers also wish to be treated like individuals – something that often proves difficult when there’s thousands of customers each with entirely different needs. The trick is to achieve personalised communications at a large scale, whilst keeping up with evolving customer demands – it’s a trick that won’t be easy to pull off.
We have gathered an expert panel then to dive into some solutions and learn how to breakdown data-silos and tackle legacy systems. Take a look at what’s made possible by the cloud and understand how automated customer interactions might be the way forward in helping to achieve personalisation that reaches each and every customer exactly the way they want.
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Jason Maude is a coder, coach, and public speaker. He has over a decade of experience working in the financial sector, primarily in creating and delivering software. He is passionate about explaining complex technical concepts to those who are convinced that they won't be able to understand them. He currently works at Starling Bank as their Head of Technology Advocacy and host of the Starling podcast.
Sophia is Head of Customer Experience at Bought By Many, a multi award-winning InsurTech whose mission is to create “Better insurance. For everyone.” A former magic circle lawyer with a firm grounding in the regulatory and commercial reality in which businesses operate, she has since worked on a variety of growth challenges across sectors, defining new market strategies, innovative propositions and experiences. In that time she has observed a simple consistent pattern: it’s really hard to be customer-led, but those who genuinely achieve it do better. These are the teams she loves to work with, finding new and better ways to deliver what customers value.
James is a successful marketing and propositions professional having held a number of senior positions within Aviva. He’s worked across all aspects of the customer lifecycle and the marketing landscape. James is currently leading the newly-created Aviva Connected Markets business to grow share of the connected home market and drive a different level of customer engagement.
Neil leads Smart Communications’ customer success management, professional services, support and training teams in an effort to help customers more efficiently and effectively scale the conversation. He brings to Smart Communications an exemplary track record of transforming customer success across a number of global software companies, including BMC Software and SAP. Supporting Smart Communications’ key focus on helping its customers be industry leaders in delivering meaningful conversations, Neil will support their digital transformation efforts and oversee their progression toward more modern customer communications. Prior to his tenure at BMC and SAP, Greathead served in customer service and support roles at BEA and Sun Microsystems.
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.