Adapting the customer experience - Covid19 and beyond

An L&D revolution sparked by Covid-19? A view from the Financial Industry

An event by Arora Digital supported by TechUK

8th April, 2021 10am-11.30am GMT

Virtual Event

1 december 2020

ABOUT THIS EVENT

Overview

Join us in understanding how Financial organisations have learnt from the pandemic and adapted their L&D strategy and programs accordingly

2020 saw the unceremonious expansion of e-learning in every industry. A year later, we look at how Financial Services companies have adapted and evolved this process

We will consider the trends in the industry, key learnings from the pandemic, challenges in adapting and evolving the e-learning process and what is being done to enhance the learning experience into 2021 and beyond.

About this Event

The ongoing COVID-19 crisis has changed the way that businesses connect with their customers.

Organizations are having to rethink their customer experience strategies and tech companies are developing solutions that will enable them to always meet the changing consumer expectations and behavior.

James Easterbrook

Partner at Moorhouse

Kartik Poddar

SaaS & Insurtech Entrepreneur | Improviser

Raji Raghavan

Global Head - Marketing & Corporate Communications

Hannah Ingram-Moore

Co-Founder Director Maytrix Proudly Supporting The Captain Tom Foundation Public Speaker

Sean Canning

Senior Vice President, Engage EMEA at TTEC

Speakers

learn from the worlds greatest

08 April

Discussion Point 1: Lessons from the Pandemic. An L&D revolution?

We will consider the increased demand for e-learning, use of outsourcing. Re-aligning the onboarding process, Dealing with furloughed staff, remote working, company culture

Discussion Point 2: Key trends and innovations. What is being done to enhance the learning experience into 2021 and beyond

We will consider: New technologies, flexible learning, personalised learning, bite sized learning, online - offline equilibrium, agile learning

Discussion Point 3: Key Challenges in adapting and evolving the e-learning process

We will consider: Adapting offline courses for online, what are the benchmarks of effective e-learning and training, ticking boxes vs making it relevant, Impact of Brexit, Monitoring the effectiveness of your training programmes. Content curation, Cost

Panellists:

Standard Chartered Bank: Suman Sharma (Head Experience Design)
Fuse Universal: Steve Dineen (President)
ING: Rajesh Dash (Transformation Expert)
Imarticus: Nikhil Barshikar (CEO)
Asset Class Ltd: Dr Mike Pawley (Director)
Moorhouse: Lisa Fahey (Manager - People and Change)

What have been the key impacts of Covid-19 for the relationship with local and international Customers

What does the term ‘the new normal’ mean and what does this mean for customer relationships?

How have customer expectations changed and how have companies adapted their customer processes

What has been the impact of Covid-19 on Contact Centre strategies and outsourcing / offshoring customer support.

Progress and challenges in Interactive Voice Response (IVR) Automation

Using WhatsApp as a Customer support tool

How to evaluate Conversational AI partners

agenda

Looking to accelerate L&D strategy?

We work with market leading innovative and cost-effective solutions. Contact us to find out more.

Looking to accelerate L&D strategy?
We work with market leading innovative and cost-effective solutions. Contact us to find out more.

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