9th Annual Digital Financial Services 2017 Summit | 16 May 2017 | Sydney, NSW, Australia

Leveraging Digital Service Innovation To Bolster Customer Centricity, Acquisition and Retention

With intensifying landscape competition and the ease of service transference in the market, customer centricity and personalized digital service delivery has taken center stage.

But financial institutions are yet to deliver on customer expectations with areas of friction across the customer’s digital journey, hence resulting in a 70-90% abandon rate on new digital products and services. Additionally, various emerging digital initiatives are being slowed down with regulatory and compliance hurdles that prevent innovative programs from developing.

With that in mind, the 9th Annual Digital Financial Services will address these challenges with solution-oriented case studies and discussions to address:

Human centric service design and evolution mapped to the customer’s financial journey
Leveraging technology advancements such as big data, AI and machine learning for service personalization
Marketing and branding initiatives that resonate with the customer and increase ROI.

Agnieszka Hatton
Head of Customer Experience
Vodaphone

Simon Grant
Head of Claims
Cover-More Group

Amelia Butler
National Manager, Member Service
REST Industry Super

Kathryn Wood
Head of Short Tail Claims
QBE

Rob Frank
Principal Claims Advisor
Gen Re

Keristi Price
Manager, Insurance Products
Sunsuper

Lokesh Thondavada
Senior Claims Advisor – Broking Services
Willis Towers Watson

Sofia Mavratzas
Executive Manager
Suncorp

Stevhan Davidson
Head of Customer Relationships
Sunsuper

Liz Raw
Customer Experience Consultant
WorkCover Queensland (TBC)

Rocky Scopelliti
Global Industry Executive - Banking, Finance & Insurance
Telstra

Paul Bennell
Claims Improvement Manager
AIA