Delivering excellence for vulnerable customers in banking and insurance
The needs of the vulnerable form an essential consideration in any CX strategy
The pandemic has ushered in new complexities in identifying and serving this evolving customer base, particularly when designing new products or optimising communication channels.
From exploring the impact on product and service design, to considering the human touch in digital communication and utilising AI in the identification process, this discussion will provide you with the tools needed to supercharge your vulnerable customer strategy and provide a seamless experience for all.
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Laura joined Nationwide Building Society in May 2019 to lead the vulnerability, access and inclusion agenda. Her role includes setting the strategy for Nationwide on vulnerability, ensuring colleagues across the business understand their responsibilities for meeting the needs of vulnerable customers in their BAU activity, and developing insight-led propositions to meet the needs of specific cohorts of customers in vulnerable circumstances.
Previously, she was at Barclays for over 15 years in a variety of roles including: embedding 'treating customers fairly' across the business; leading engagement with consumer campaign groups like Which?, Citizens Advice & Age UK on topics such as financial inclusion, financial difficulty, digitisation & branch closures; and developing propositions for financially vulnerable customers.
Marcelino Castrillo joined RBS in September 2015 as Managing Director, Business Banking with an ambition to help RBS re-build its reputation and become the best bank for customer service, trust andadvocacy. In August 2018, Marcelino was appointed Managing Director for Customer Engagement & Distribution.
Prior to joining RBS, Marcelino was Managing Director of SME Banking at Santander UK, where he was responsible for leading the challenge of building and scaling Santander’s SME & Commercial bank, managing the business through a period of significant change. Marcelino’s early career was spent at The Boston Consulting Group, where he worked for almost a decade across different countries and industries.
Marcelino has dual Spanish / British nationality and has lived in the UK for more than 10 years; he is married with a young son and daughter. Marcelino has an MBA from Massachusetts Institute of Technology, Sloan School of Management. He also has a Masters in Industrial Engineering and is a Bachelor of Physics.
Melissa Collett is Professional Standards Director at the Chartered Insurance Institute (CII), leading its professional standards, ethics and conduct activity as a united profession across insurance and financial planning. She is also responsible for the professional body’s legal affairs, risk management, disciplinary matters and governance. She is keen to raise awareness of best practice and drive ethical behaviour through engagement with the profession and external stakeholders.
Melissa has an extensive background in consumer insurance and legal issues. She spent over a decade at the Financial Ombudsman Service, was a Director at Fairer Finance and sits as a Tribunal Judge. She is also qualified solicitor, and specialised in insurance law at Hogan Lovells. She is a frequent speaker at insurance conference and events, sits on judging panels, and is the author of numerous articles and publications on consumer insurance law subjects.
Marc Andrews is the VP of the Global Industry Markets for Financial Services and Insurance at Pegasystems and is responsible for the strategy and solutions for the two verticals globally. He has spent over 25 years working with a broad range of financial services organizations across North America, Europe and Asia to drive process improvement, increased customer insight, better customer experiences and streamlined regulatory compliance.
Prior to joining Pega, he helped lead the creation of the Watson Financial Services organization within IBM where he was responsible for the design, development and delivery of solutions that leverage artificial intelligence to help companies better identify and manage payment fraud and financial crime, while improving the efficiency and effectiveness of addressing related compliance requirements.
Neil leads Smart Communications’ customer success management, professional services, support and training teams in an effort to help customers more efficiently and effectively scale the conversation. He brings to Smart Communications an exemplary track record of transforming customer success across a number of global software companies, including BMC Software and SAP. Supporting Smart Communications’ key focus on helping its customers be industry leaders in delivering meaningful conversations, Neil will support their digital transformation efforts and oversee their progression toward more modern customer communications. Prior to his tenure at BMC and SAP, Greathead served in customer service and support roles at BEA and Sun Microsystems.
Juliette has a wealth of experience across television and radio, having worked at Bloomberg back in the 90s, moving to Sky afterwards, as well as working at BBC World in the business unit.