Engage, delight and inspire your customers

2 days to share collective thinking: mix & match sessions, live debate, workshops

Our theme for 2014 is how banks can harness the opportunities presented by the new customer ‘experience economy’. There is a shift away from products and services alone and successful brands are using a combination of innovation, social media and data analytics to offer more personalised experiences to customers. In a fragmented and multichannel world, providing a seamless and positive experience is no easy achievement.

Efma is delighted to introduce a new Customer Journey 2014 event which will take you across a customer journey and provide a map for delegates to better understand and connect with customers at each stage of their touch points. We challenge the ‘traditional thinking’ of customer services to offer banks a new way of looking at a business from a customer’s perspective. To build on brand equity and use new seamless approaches to the multichannel experience to offer a stronger more personalised experience and engagement.

This dynamic new event mixes plenary with hands-on discussions and case studies including:

• Stimulating and thought-provoking presentations from over 35 banks and businesses, including customer strategies, insights and research
• How to build theatre and new levels of engagement across all customer channels and touch points
• Big data analysis and cloud computing: linking loyalty and CRM systems
• Understanding customer behaviour, the role of neuroscience and market research
• Sales performance and product ranges
• How to better respond to customers through social media and communication strategies
• Inspiration for your internal customer through gamification and new technologies

Efma’s Customer Journey 2014 conference has been designed to join us the dots across different case studies and leadership presentations in customer services.
Inspiration and innovation will be offered by our international speakers from both retail banking and other key sectors to focus on how to collaborate and work together to become more customer-centric.