Small Steps to Transformational Change in Customer Experience

Mail Metrics is a multichannel customer communications platform for organisations in regulated sectors.

Mail Metrics

Join Adare SEC and industry experts to learn how to balance a visionary customer communication strategy with economic reality.

Stationers' Hall

Join Adare SEC, industry commentators and practitioners as they discuss the key opportunities and risks facing customer communications teams. Hear about how they identified and responded to an ever changing economic and regulatory landscape with increasing customer expectations around cost, service and sustainability.The packed programme, hosted by award-winning business and finance journalist, Nadine Dereza, will feature a keynote address from Gemma Godfrey, case studies from Aon and Allianz, a panel discussion, and an opportunity to network and learn from your peers in the industry.The spectacular Stationers’ Hall venue – with its historical and contemporary links to content and communication industries – provides the perfect backdrop for our speakers and guests to draw on their own digitisation experiences and challenges.

Agenda

Nadine Dereza is an award-winning journalist and presents business, news and entertainment programmes on TV, radio and online. has presented for Associated Press, BBC, CNBC, CNN, SABC, Simply Money, Sky TV, Summit TV and Talk Radio. With an in-depth knowledge of business and finance, Dereza was named as ‘Financial Journalist of the Year’ during her time at the Financial Times and Summit TV. 

Conference Host

Welcome Refreshments

Understanding how to harness the power of digital innovation has arguably never been more business critical. In Gemma Godfrey’s keynote, she will share the lessons learned from building businesses to transform the customer experience. What did she do to meet the changing needs of customers? How did she translate that into user experiences that delivered better customer outcomes? And where is she seeing caution needed as new trends emerge? This talk will touch upon Consumer Duty, evolving customer behaviour and technology developments.

Lessons from building businesses to transform the customer experience

Constantly shifting regulatory requirements can place huge pressure on legacy ways of doing things. One such change affecting the financial services market is GMP equalisation – a complex pensions requirement to both calculate and administer. In this session we hear how Aon – a global professional services company and one of the UK’s largest pensions administrators addressed this change in the law, creating a solution from scratch which has driven greater customer engagement and faster response times.  It’s a solution which can be universally applied to many challenges, forcing customer response accuracy via digitised forms, leveraging automation in core administration systems and resulting in less manual intervention in service delivery. 

Aon: Staying ahead of regulatory shift

During lunch, there will be demonstrations of the CCM solutions by Adare SEC's technical owners and product managers including Hybrid Mail, Self Serve Tools and Digital Experience.

Lunch & Solution Demos

Kaspar has spent over 15 years in the customer communications management industry. An expert and thought leader in CCM-to-CXM transformation, he is the founder and CEO of Aspire, a strategic consultancy and industry analyst firm where he works with CCM and CXM technology vendors, such as Adobe, OpenText and Oracle, offering market insights and analysis. Prior to establishing Aspire, Kaspar was responsible for running InfoTrends’ global production workflow and customer communications advisory service. Demographic shifts, disruptive technologies such as generative AI, a changing regulatory landscape, the cost of living crisis - in his session, Aspire CEO and Founder Kaspar Roos will combine relevant market trends and technology developments with an up-to-date perspective on how he believes the enterprise CCM space will evolve in the coming years. Drawing on the latest research and best practices from working with some of the world's leading companies, Kaspar will provide valuable insight

Building profitable customer relationships in a rapidly changing world

Financial services giant Allianz discusses its award-winning customer delivery project - one of the most significant transformations that the business has undertaken in recent times. Adam Wemyss, Outbound Document Services Manager Allianz UK – in discussion with Ian Allan, Director of Client Growth at Adare SEC – reveals how the business has revolutionised communication outcomes in terms of composition, channel usage and communication cascades, and how the transformation has provided internal stakeholders with the tools to drive a slicker, speedier CX.
Hear about a solution that effortlessly manages over 50 different communication workflows, providing Allianz operatives with at-a-glance information regarding customer actions and status – data which informs future communication strategy. Allianz is realising huge efficiency gains and major savings, as well as operating more sustainably through less message wastage. It’s communication management for today's complex messaging matrix.

Allianz: Complexity tamed for customer gain

We will be wrapping up our event with a hosted panel discussion covering our main theme: Small Steps to Transformational Change in Customer Experience.

Panel Discussion: Small steps to transformational change

Networking Drinks

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Small Steps to Transformational Change in Customer Experience

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