Sponsored by

Presented by:

Vicki Joshi

Vicki Joshi

KPMG Nunwood Experience Design Director Click to
Chris Wood

Chris Wood

Engage Business Media Managing Director Click to
28th May 2015


The most recent Nunwood Customer Excellence Study in the US (February 2015) shows that financial services firm USAA leads the world in nearly all aspects of customer experience. In close pursuit companies like Ernest Jones, Charles Schwab and Ally Bank are setting new standards in customer experience and regional banks such as Umpqua are transforming the relationship a bank can have with the community it serves. Wells Fargo are making huge strides in bringing the customer into the centre of their organisation, their focus on recruiting millennials has forced them to rethink their banking model to approach the digital customer in a new way.

Challenger banks such as Moven and Go are redefining the nature of a digital relationship.

The Nunwood estimate is that US firms are some 5 years ahead of the UK in terms of the quality of experience delivery. There is much to learn from these world leading firms.

However it isn’t just US FS firms that are setting the pace the Nunwood Customer Experience Excellence study in APAC highlights that Australian banks are leading the world in terms of mobile applications and digital innovation.

Kiwibank in New Zealand is blurring the lines between banking and community services and is growing rapidly across the Australasian continent.

Chinese and Malaysian banks are rolling out different operating models to attract the affluent customer with highly personalised tailored experiences.

According to analysts Gartner by 2020 90% of global firms will be competing on the basis of customer experience rather than products or price and 50% of product development spend will be transferred to experience development. The Excellence centre research has identified the FS companies that are in the vanguard of this shift and the analysis provides unique insights as to how UK firms might manage the transition.

This presentation will analyse not just what these companies are doing but how and why they do it.

Their approach to people and culture, organisation design how they think about the customer and technology will all be put under the microscope.


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