London, United Kingdom (PRWEB UK) 18 November 2014
In a series of recent interviews with proactive leaders in the customer analytics and insights in retail financial services sector, FC Business Intelligence delves deep in to what the next twelve months has in store, what the biggest challenges are in moving forward, and what the hot button topics are as players in the market face radical transformation.
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When asked what the next 12 months has in store for this market segment, Paul Laughlin, Managing Director of Laughlin Consultancy says, “helping Customer Insight (CI) leaders, in many diverse businesses, maximise the value of their customer insight […] through the appropriate mix of consultancy, training and leadership coaching; helping prepare the new generation of more senior CI leaders to achieve their goals and transform their companies to be more profitable and more customer-centric.”
Mr. Laughlin speaks with FC Business Intelligence as a part of the Advisory Board working on engagement strategies in customer analytics and insights in banking, building societies, insurance, credit card, and mobile payments companies.
Also involved in the Advisory Board, John Morton who works for CPM Consultants and has spent over thirty years in the banking sector says that the biggest challenge that we currently face is “Identifying the appropriate themes and motivations for customers so they remain engaged.”
Unsurprisingly, when FC Business Intelligence conducted a survey in September 2014 with over 150 retail finance professionals, the top four contributing factors driving customer analytics forward in their organisation was the ability to improve the customer experience, meet customer expectations, increase speed and efficiency and maintain a competitive advantage.
The eight contributors to the Advisory Board include well-known industry names including Chris Skinner, Chairman of the Financial Services Club; Merlin Stone, Head of Research at the Customer Framework; Jim Marous, Partner at The Financial Brand; David M. Brear, Digital Banking Director at Gartner; Helena Schwenk, Analytics at MWD Advisors; Alea Fairchild, Research Fellow at The Constantia Institute and Jonty Roberts, Partner & Founder of six-months-from-now.com.
In 2015, the Advisory Board will come together at the industry’s leading networking event(Customer Analytics & Insights in Retail Financial Services, 24-25 February, London) to discuss industry matters alongside leading companies such as Virgin Money, Swedbank, the Cooperative Bank, Pay Leven, eBay, Twitter, Barclays, Raiffeisen Bank, AIG, Bupa, AA Insurance, Kuveyt Turk, Sberbank, Toyota Financial Services, 1st Central Insurance, Lloyds Bank, Direct Line Group, Knab Bank, Swiss RE, Yorkshire Building Society, LV=, Beobank, Gjensidige, Kooperativa Insurance, Bank of Ireland and more.