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XM LIVE

How brands in financial services design and improve experiences

After a year of huge disruption, it's time to shift the focus to how the financial services industry can understand and delight the new type of customers and employees that have emerged during this time. Because we know needs and behaviours have changed forever. Now we need to urgently be doing something about it.

Join Qualtrics and some of APAC’s leading FSI organisations as we explore how the industry is taking action to design and improve experiences in a world that’s changed forever. Through a collection of engaging, real-life examples, and drawing on new research from Qualtrics, you’ll learn:

The latest trends and behaviours driving customer and employee expectations in the FSI industry
How to quickly and effectively adjust listening programs for modern business environments
Tangible ways to improve the experiences delivered by placing insights at the core of services and product innovation

Agenda

Introduction: Experience Design + Experience Improvement in FSI
As we move forward from the pandemic, there are two things that will set every business and government apart - Experience Design and Experience Improvement. Discover how to unlock the value of both.
Brigid Archibald, Managing Director, Asia Pacific & Japan, Qualtrics
The APAC FSI 2021 Trends Study: What’s driving great experiences in the new normal?
A deep dive into the latest trends driving customer experience in the financial services industry, based on new research from Qualtrics. This study explores consumers’ current spending habits and behaviours, as well as current satisfaction, experiences, and preferences when engaging with financial service companies - across banking, investment, and insurance.
Harish Agarwala, Head of CX Solutions Strategy, SEA, India & GC, Qualtrics
Eleanor O’Dwyer-Duggan, Solutions Strategist, CoreXM, SEA, India & GC, Qualtrics
Customer showcase
Listen in as Standard Chartered, ANZ, UOB Bank, Bank of Ayudhya and bolttech share how they are embarking on a journey of experience transformation.

How to benefit from 5 voices
Millie Gillon, Global Head of Client Experience, MD, Retail Banking, Standard Chartered

Using XM to design and improve the customer and employee experience at ANZ
Michael Kalkaus, Product Owner - Research & Analytics, ANZ

Implementing EX: Lessons learnt
Vikas Verma, Director, Head HR Strategy, United Overseas Bank

Customer experience design and improvement
Chatrudee Ngamvalairatt, EVP, Customer Experience Management, Bank of Ayudhya

Transforming the future of insurance by improving CX
Ryan Mascarenhas, Group Chief Customer Officer, bolttech
Andrea Linander, Group Customer Experience Lead, bolttech