Personalising CX within Finance
Workshop
Tuesday 12:50 PM - 02:50 PM
Language: English
The battle ground for acquiring and keeping clients within banking and finance is customer experience (CX). The winners will be the ones who not only optimise the general CX but manage to personalise the individual CX for each and every client to win long-term emotional loyalty.
Fill up your idea bank with the best ideas for personalisation by joining this two-hour workshop with expert and author Rasmus Houlind and award-winning German CRM expert and author Christian Peter.
The workshop is based on international best practice from the industry combined with the theoretical background of the published books by the two moderators.
Speakers
Christian Peter
Author / Keynote Speaker, Commerzbank
Christian Peter has been managing successful customer-focused digitalization projects for many years. He is a sought-after international author, sparring partner and keynote speaker. He has extensive experience as an executive in charge of sales management and marketing. After several years in consulting and sales at a major bank, he expanded its sales management and supported numerous change processes. He is currently responsible for customer relationship management at a large German private bank.
In his role as author he will co-moderate the workshop Personalising CX within Finance with Rasmus Houlind.
In his role as Head of Marketing Automation at Commerzbank he will hold a keynote: Surprise Customers with Intelligence.
Rasmus Houlind
CXO, author and keynote speaker, Agillic
Rasmus work with AI for marketing, Personalization, Omnichannel Marketing and Customer Experience Management.
Currently as Chief Experience Officer in the MarTech company Agillic, he is responsible for developing and implementing thought leadership into marketing and sales activities.
Spring 2023 he published 'Hello $FirstName' - a book that provides a common definition and model for understanding personalization. A model which works across different marketing disciplines and allows for greater clarity. The model is called 'The Bowtie of Personalization' - shaped like a bow or a bowtie. You have the insights in one hand and the content in the other. And the result should be a beautiful bow/customer experience. A customer experience which is not only free from unnecessary friction, but which is directly pleasant, personal and memorable. A Norwegian version of the book was co-written with Arild Horsberg of Bas Kommunikasjon, and a Swedish version with Mattias Anderson of Miltton
