The PPI misselling scandal and reputational damage caused by the financial crash have forced bank brands to rethink the way they engage with and serve customers.
Years of a relentless focus on cross-selling meant many customers were saddled with products that met the bank’s but not the customer’s needs, leaving many brands with a trust deficit.
However, forced to address some of the failings of the past and eager to address reputational problems, retail banks are switching from a product to a customer focus.
Join Marketing Week and partner Salesforce as we host a panel of senior marketers to discuss the challenge of changing culture and customer strategy in a sector under the spotlight.
Discussion points include:
- Getting stakeholder buy-in for change
- Mapping customer journeys
- Redefining relationships
- Delivering a joined up customer experience
- Measuring impact
The video webinar will be streamed live at 3pm GMT on Monday 10 December and available afterwards on demand.
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