Optimising the customer experience (CX)
This 2-day workshop is aimed at helping companies operating within the financial services to understand a wide range of aspects relating to the customer experience, with a particular focus on emergent trends and future predictions, such as understanding millennials, how digital transformation affects the customer experience, and the evolving nature of the customer journey. The course will also help you to use this understanding to improve the customer experience you deliver, through workforce culture, digital strategies, and engagement.
When it comes to the customer experience within the financial services sector, one of the most important changes has been the difference in attitudes and behaviours from previous generations to millennials, in the wake of digital and social media innovation and the financial crashes of the mid 2000’s there has been both a breakdown in trust, and a desire for the customer journey to be one that happens primarily online. This is something that fintech companies are currently exploiting more effectively than their financial services counterparts, with more empathetic and dynamic customer engagement, and more cohesive and well developed digital and social media strategies.
These changes make it a necessity that companies maintain a strong understanding of the customer experience and how it relates to their customers, as well as having the skills and knowledge to evolve their strategies accordingly.
- The ability to develop a customer centric culture across multiple aspects of your business, both throughout your workforce and in your strategies for marketing campaigns and customer engagement
- The skills and knowledge to develop key traits throughout your workforce, and an understanding of how they relate to the customer experience, such as empathy, adaptability and creativity
- An understanding of the customer journey, both in terms of mapping it, utilising those insights, and the key role micro moments play
- The ability to introduce design thinking to your workforce, how to build upon that to create a new workforce culture, and develop strategies that offer tailored solutions to customers
- A comprehensive understanding of all the latest trends and important insights in relation to the customer experience and customer behaviour, as well as how to leverage those insights into effective solutions and strategies
- The ability to develop new and effective digital strategies across a range of channels, and an understanding of how best to target those strategies for different customer segments
- Be able to use social media and digital strategies to produce more effective customer engagement, with a focus on loyalty and connectivity
∗ We will demonstrate the importance of design thinking and strategies, and how it can help create tailored solutions for your customers. In addition, you will be shown how to develop a wide range of digital strategies for your company, based on important areas such as customer segments, market readiness and adapting to an ever-changing customer experience and behaviour model, with emphasis on innovation and evolution.
∗ You will gain an understanding of all the latest trends, technology and important insights when it comes to your industry and customer behaviour, with a focus on social media, digital channels, and the unique practices of millennial customers.
∗ How to use social media and digital strategies to improve customer loyalty, connectivity, and engagement will be shown
∗ You will develop key traits and skills to be able to provide a satisfying customer experience and engagement across digital channels, such as adaptivity, empathy, and creativity
∗ You will learn how to map the customer journey effectively, and how to update this mapping so as to keep up with emergent trends and changes
∗ Finally you will learn how to offer services beyond banking, by delivering to unbanked segments, offering differentiated value-added services, and improving customer’s adoption of digitalised distribution networks.
Why Choose Us
- SNB Digital is uniquely positioned to be able to offer this course. As a digitally focused organisation we are at the forefront of understanding when it comes to the latest trends and developments in digital transformation.
- The trainer of this course has impressive credentials when it comes to digital marketing and transformation. With over 10 years of experience, including working for large organisations such as Google, and industry specific experience in the financial services sector, as well as accreditation across a range of sectors, including analytics, financial technology, mobile, digital strategy, Artificial Intelligence (AI) in Finance and various other digital channels.
- Moreover, what sets this course apart is not only the grounding and expertise of our trainer, but also the flexibility and long term benefits it offers. With an ‘Attend from Anywhere’ option, you can either take the course in person, or attend from any location, around the world, saving you time and money.
- Furthermore, once the course is completed your relationship with SNB Digital will continue, with consultants that will keep you updated on all the latest developments, as well as providing you with on-going advice and guidance when it comes to digital transformation,Keeping you at the top for years to come.