VIRTUAL ROUNDTABLE

CX Excellence for Vulnerable Customers

Harnessing the tools, technology and processes to identify and communicate with customers facing difficult circumstances

24 & 25 May 2021 | 3PM BST | Hosted in our online boardrooms

This roundtable will bring together senior figures working across customer service, experience, technology, operations and support, as well as compliance, policy and risk, to discuss how financial services can prepare.

In the year that has passed since the FCA’s first consultation on vulnerable customers, the emergence of a global pandemic, along with the social and economic disruption it left in its wake, has revealed to both organisations and customers alike the transience and fluidity of vulnerability itself.

Having the right tools and technology in place to enable organisations to correctly identify vulnerability in a timely manner is only the first hurdle – organisations then need to offer the right services and types of support, appropriate to the individual’s needs. The stakes are high: beyond the regulatory and social imperative, organisations risk reputation, customer engagement and retention and even financial losses.

View all speakers

View the agenda

The discussion

What steps are needed to ensure quick identification of temporary or sudden vulnerability? How can new technologies help?

What practical tools and processes can be put into place to empower staff to better respond to vulnerable customer conversations?

Offering the customer’s channels of choice: how can technology be utilised throughout the customer journey?

Speakers

Tony Tarquini

Director of Insurance, EMEA Pegasystems

READ MORE arrow_forward_ios
close CLOSE
Tony Tarquini

Tony Tarquini, Director of Insurance, EMEA at Pegasystems is a thought leader, advisor, mentor, conference speaker and chairman. Tony has worked with the biggest names in financial services and insurance over the last 35 years to forge a successful, high profile career in insurance IT and consulting.

A co-author of The InsurTECH Book – an Amazon best-seller, Tony is frequently quoted by the industry and national press on insurance issues and is known for his ability to communicate the market’s challenges and opportunities in an effective and engaging way.

Chris Childs

Enterprise Account Director -EMEASmart Communications

READ MORE chevron_right
close CLOSE
Chris Childs - Smart Communications
Chris Childs

Enterprise Account Director -EMEA

Smart Communications

Bal Kallar

Head of Technical Product ManagementHSBC Wealth & Personal Banking

READ MORE chevron_right
close CLOSE
Bal Kallar, HSBC | Insurance Innovators
Bal Kallar

Head of Technical Product Management

HSBC Wealth & Personal Banking

Manage a team of Product Managers for the foundation platforms of Wealth, Retail and Private Banking customers. This includes Data, Fraud, Security, Mobile, Browser, Staff, Cloud, API and Innovation platforms. Aiming to optimise the way we support and deliver products and finding the best solution to business problems. Just launched our Innovation HUB to drive partner collaboration and services adoption. I have a passion for gardening and keen to drive sustainable solutions to everyday problems.

Agenda

May 24 or 25 at 3PM BST
90 minutes each
  • Introduction to the roundtable

Tony Tarquini, Director of Insurance, EMEA, Pegasystems

 

  • Utilising technology to identify and support vulnerable customers:

Bal Kallar, Head of Technical Product Management, HSBC Wealth & Personal Banking 

 

  • Roundtable discussion

Moderated by Tony Tarquini, Director of Insurance, EMEA, Pegasystems

  • How have rates and instances of vulnerability changed and how are they likely to continue to shift?
  • What steps are needed to ensure quick identification of temporary or sudden vulnerability? How can AI & Machine Learning be deployed in this area?
  • What practical tools and processes can be put into place to empower staff to better respond to vulnerable customer conversations?
  • How can the use of analytics be optimised to not only identify vulnerable customers but to ensure further touchpoints are both timely and relevant?
  • How can content and services be better tailored to the individual’s needs and behaviours?
  • Offering the customer’s channels of choice: how can technology be utilised to ensure a great onboarding experience and throughout their customer journey?
  • Creating adaptive and pre-emptive self-service channels: steps to success.
  • The role of technology in delivering this messaging consistently throughout all customer experience channels.

 

  • Closing remarks

Request an invitation

This roundtable is designed for senior figures working across customer service, experience, technology, operations and support, as well as compliance, policy and risk, to discuss how financial services can prepare.
Fill in this short form if you meet the above criteria and would like to participate in the discussion on May 24 or 25 2021. All invitation requests will be vetted and approved (or declined) by the organiser.

Sponsored by

 

Pegasystems webinar | Insurance Innovators

 

Smart Communications™ is the only provider of a customer conversations management platform. More than 500 global brands rely on Smart Communications to deliver smarter conversations across the entire lifecycle—empowering them to succeed in today’s digital-focused, customer-driven world while also simplifying processes and operating more efficiently. This is what it means to scale the conversation. Smart Communications is headquartered in the UK and serves its customers from offices located across North America, Europe, and Asia Pacific. The Smart Communications platform includes the enterprise-scale customer communications management power of SmartCOMM™, forms transformation capabilities made possible by SmartIQ™ and the trade documentation expertise of SmartDX™.

To learn more, visit smartcommunications.com.

Pegasystems, the leader in software for customer engagement and operational excellence, develops strategic applications for the insurance industry, including customer service, marketing automation, distribution management, claims and underwriting, helping insurers to win more business, exceed client expectations and work smarter

To learn more visit www.pega.com/insurance.