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Accelerating Customer Experience, Loyalty and Growth Under Consumer Duty

This webinar took place on the 12th September 2024

This webinar was hosted in conjunction with:

Why will some financial services firms set new industry standards for empathy and customer focus under Consumer Duty while others fall short?

In this free 60-minute webinar special with Fred Reichheld, the creator of Net Promoter Score® (NPS), we discuss how financial services firms can meet their ongoing regulatory obligations, generate extraordinary results and become genuinely customer-centric like Apple, Philips, Amazon, Allianz, and American Express.

In this webinar, our panellists unpack:

  • The reasons behind Apple’s customer loyalty and high NPS.
  • How your firm can create personalised, consistent customer experiences at scale.
  • How to deliver quantifiable business value you can see & your customers can feel.
  • Why front-line obsession is critical to growth and compliance with the Duty.
  • What it really takes to foster a culture where all your employees are connected with your mission to deliver the best customer experiences and outcomes.

Watch the webinar here

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Meet our webinar panel

Adrian Harvey
CEO | Elephants Don't Forget
Adrian spent the first decade of his career working in corporate banking and lending with ABN AMRO, GE Capital & BNP Paribas. He joined the energy sector to bring commercial expertise to the privatisation of British Gas and spent ten years in the sector. He was Managing Director of the largest residential business of British Gas and Managing Director of Eon’s property services and renewable energy business.
Fred Reichheld
Creator of Net Promoter Score® (NPS)
Named by The Economist as the "high priest" of loyalty, Fred Reichheld is the creator of the Net Promoter System (NPS®) and one of the world’s leading experts on customer and employee loyalty. The best-selling author of five books on loyalty, he is a fellow at Bain & Company and founder of Bain’s Loyalty practice, which helps companies achieve results through customer and employee loyalty.
Chris Adlard
Founder | Consumer Duty Diagnostic
Chris is a multi-award-winning CX, Customer Success, and Marketing Leader and the Founder of The Consumer Duty Diagnostic, which helps firms assess, quantify, and easily report on their organisation's customer-centric readiness and compliance status and define a new path to sustainable business growth.
James Edmonds
Founder & Managing Director | Duty CX
James has operated in senior CX and Strategy roles primarily in Financial Services for nearly 20 years, having worked at L&G, RSA, More Than, JUST, and Nucleus. In more recent years, James has developed a specialism in interpretation of FCA regulation, enabling businesses to be both compliant, and to differentiate themselves via exciting approaches.

Improve your business with Elephants Don’t Forget today.