CXFS 2019

July 29 - 31, 2019

Westin Copley Place, Boston MA

Whitepaper & Video Center

5 Priorities for Providing a Successful Customer Experience by InMoment

Financial services clients are changing in many ways, and they want a company that will evolve with them. Clients are increasingly using technology to perform actions that were previously reserved for human interactions. Additionally, as a younger generation steps in, financial services institutions must adjust to an entirely new type of customer—one that favors conve-nient, personalized, and secure digital experiences. Download the eBook by InMoment to find out more!

Transforming Finance with Customer Experience Management

Large tech companies like Google and Amazon have set a standard for customer expectations. Now, those customer-centric industries are encroaching on space that was once exclusive to financial services. Financial institutions have large amounts of data that need to be segmented in order to engage customers in a timely and relevant way, but can they compete? Utilizing Customer Data to Meet Evolving UX Expectations explores the intersection between customer behavior and engagement in tech, retail, and other industries and how banks are meeting consumer demands as those expectations carry over to the personal finance sector.

3 Key Findings on CX Optimization in Financial Services 2016

Containing fresh research on the priorities of CX executives in the financial services, this new benchmark report from CXFS and OpinionLab covers the major challenges and opportunities facing the CX community, as well as the order of priority with which they are tackling new projects.  Click the image to the right to download your copy! 

Mobile Banking Consumer Report

Digital capabilities have revolutionized how people manage their money. Mobile banking apps in particular have given customers the power to access their accounts whenever and wherever they like, bringing banks and consumers closer together than ever before. As a result, financial institutions are investing heavily in the development of world-class digital applications and experiences. This paper will explore consumer adoption of mobile banking services and gauge consumers’ perspective on central issues like security and user experience.

The CXFS 2016 Benchmark Report

Check out this benchmark report from WBR and CXFS. Customer expectations are continuing to rise. CX professionals will have to up their game, and this report will offer strategies on how to do just that. Key Findings Include:  Financial services have awoken to the critical nature of customer experience, and are making strides in integrating them into organizational KPIs.The ease with which mobile can be accessed at almost any time has made it into one of the most important channels to master in order to create a leading edge approach to experience.Social media is a powerful force, and financial services firms require a proactive approach to developing the channel lest their customers define it for them. Click on the image to Download the Report today!

2016 Director's Report

Top brands across all industries today now realize that the key to differentiating themselves from the competition is by providing their customers with a flawless experience. A customer’s experience with a brand includes the customer's attraction, awareness, discovery, cultivation, advocacy, purchase, and use of a service. Given the array of touch-points available for the modern consumer to interact with a brand, companies are spending more dollars than ever on CX people, processes and systems.

CXFS Mobile Banking Benchmark Study

In 2016, mobile continues to permeate into the daily life of the average consumer. Technologies for mobile payments are gaining in profile and traction, especially among banking customers looking for a quick and convenient way to check their balances and perform basic activities on a daily or weekly basis. With the ease and convenience offered by mobile, it’s no surprise that many bank customers are enticed by the ability to remotely interact with their banks of choice.

The Director's Report

Financial services companies are placing new emphasis on providing customers with the best possible experiences. The Director's Report will explore some of the major forces driving customer experience initiatives for financial firms and preview how the upcoming Customer Experience for Financial Services (CXFS) event will help financial executives from across the country answer their most burning CX questions. Click the banner to the left to download the report now!

CXFS Innovation Briefing

The maturity levels of CX practices across the financial services industry are varied. The average bank, insurance company, and wealth management center have been building up legacy systems and siloes that CX executives are challenged to work across.  Read on to learn more about some of the important innovations in 2016 and 2017. Click on the image to download the report now!

CXFS 2018 Innovation Briefing

As we head further into 2018, the financial services industry continues to face massive changes. Branches are closing, fintechs are disrupting, and customers expectations have never been higher. This creates a unique challenge for experience executives working to streamline the customer journey for financial products. By their nature, financial services companies are revenue driven, compliance laden and legacy based. CX leaders have a hard time getting c-suite approval for their strategies, a hard time getting budget approval for those strategies, and then the strategy is subjected to rounds of compliance verification. If that weren’t enough, strategies that move past this point need to somehow fit into the bank’s pre-existing core infrastructure or be built on top of it. This lengthy and overburdened process makes it very hard to streamline the customer experience and even harder to innovate for the customers delight For these reasons, the industry needs CXFS, an annual event for CX and marketing leaders in financial services. Financial services companies want to see how their peers in the industry have managed to make their customer a top priority at their respective companies, received budget approval for CX initiatives past basic surveys, worked around compliance constraints, and built CX into their current company hierarchy. This reports aims at uncovering how companies are rethinking their cx strategy using the latest innovations in technology to solve the problems of today’s banking customers and meet the expectations of the tech-savvy consumer.

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