Untapped Opportunities in Customer Comms

Webinar overview:

Signal’s latest research shines a light on how typical approaches to regulated customer communications are failing and represent a significant missed opportunity for improved business performance. It examines consumer views on banking communications and compares reactions to two different approaches in the mortgage end of the fixed rate journey.

With the spotlight still firmly on Consumer Duty, firms should not ignore the significant work there is to be done to improve how they govern communications and monitor outcomes at critical customer touchpoints.

Learning outcomes:

key insights from the research
a view on market maturity and best practice, and where next for customer communication

This session is ideal for business leaders focused on:

driving business performance through more effective customer communications strategies
improving customer communications assessment, measurement and journey management capabilities
moving from single touchpoints to journeys
tackling legacy and moving from print-based to digital interactions.

Area of expertise:

Personal banking

Barney Hosey

CEO, Signal

Barney Hosey is a leading industry voice on the future of customer communications in financial services. His focus is advising firms on how to use cus...

Barney Hosey is a leading industry voice on the future of customer communications in financial services. His focus is advising firms on how to use customer or member needs to drive digital transformation and regulatory best practice. He is CEO of CX and technology business Signal.

Karina Hutchins

Principal, Mortgage Policy, UK Finance

Becky Danson

Head of Groupwide Customer Communications, Lloyds Banking Group

Indya Barefield

Senior Consultant, Signal

Indya combines strategic planning expertise with deep knowledge in Behavioural and Economic Science. With a background in Psychology and Behavioural E...

Indya combines strategic planning expertise with deep knowledge in Behavioural and Economic Science. With a background in Psychology and Behavioural Economics, she creates behaviourally informed strategies and consults on behaviour change projects. Joining Signal over six years ago, she has worked with regulated clients across Financial Services, Charity, and Insurance sectors, crafting audience-driven strategies that deliver results.

Kate Ainsworth

Head of Consumer Understanding | Marketing Transformation & Operations, Nationwide Building Society

Signal

Signal are UK leaders in providing strategic customer communications support to the financial services sector. Providing advisory, experience design, ...

Signal are UK leaders in providing strategic customer communications support to the financial services sector. Providing advisory, experience design, technology, training and managed services to support the transformation and best practice management of regulated and operational customer engagement. Signal works with tier 1 firms, including Lloyds Banking Group and Nationwide through to smaller specialists such as Step Change Debt Charity.

This session is ideal for business leaders focused on:

Driving business performance through more effective customer communications strategies
Improving customer communications assessment, measurement and journey management capabilities
Moving from single touchpoints to journeys
Tackling legacy and moving from print-based to digital interactions

Anyone working as:

Chief Executive Officer
Chief Customer Officer
Chief Client Officer
Chief Technology Officer
Chief Information Officer
Chief Operational Officer
Chief Marketing Officer
Chief Compliance Officer
Director of Customer Transformation
Director of Digital Transformation
Head of Customer
Head of Transformation
Head of Client Communications
Head of Customer
Head of Product

Untapped Opportunities in Customer Comms

Webinar overview: