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Tuesday, June 5 • 4:10pm - 4:50pm
CX, UX & ROI – Why customer centricity is commercial

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If we have one thing left undone after so many years of rising FinTech, it is the that the customer should be at the centre of the organisation.  In the 90s, “CRM”, “customer first” and “one-to-one marketing” were the baselines of any strategy consultant’s work. Yet it was only in the mid-2010s that – thanks to newcomers and challengers – those words seem to have become reality. However, it is easy to execute full customer centric processes when you are in a niche market, not looking for ROI, and not always trying to cope with the infinite number of new regulations, but what about large incumbents and other players in the financial services ecosystem? Join us we leverage our collective experience to demonstrate that customer centricity is now more than ever the key to ROI and large scale developments. Uncover the importance of placing customer at heart of what you do, and join the panel for a spirited debate into the advances in tech and regulation driving customer personalisation at the minutest level.

avatar for Laurent Nizri

Laurent Nizri

CEO, Paris Fintech Forum
Laurent is a French entrepreneur, recognized for its digital/mobile payments-banking & Fintech expertise, with a focus on strategy, business development, & innovation. As the Founder and CEO of Altéir Consulting, created just after he helped launch Zebank, first online bank in Europe... Read More →

avatar for Arnaud Crouzet

Arnaud Crouzet

Global Head of Payments Means, Auchan Retail International
Arnaud Crouzet is Global Head of Payments Means at Auchan Retail International. He is in charge of the payments strategy and its deployment in the Auchan's countries. He is also Administrator of the company ASAP SA, in charge of managing the Auchan’s supplier finance programme.Arnaud... Read More →
avatar for Rob Frohwein

Rob Frohwein

CEO & Co-Founder, Kabbage Inc
In 2008, Rob Frohwein recognized that companies like eBay offered automated access to small business transaction data via APIs. Rob realized small businesses could simply share this data to allow underwriters to make better, faster credit decisions and provide a great user experience... Read More →
avatar for Dr. Nieke Martens

Dr. Nieke Martens

Head Digital Hub, Rabobank
Nieke has been in banking professional for over 20 years. She is named after Nike and, not surprisingly, her motto is "Just Do It". Within Rabobank she makes sure that customers experience a smoothless online service time and time again.
avatar for Wincie Wong

Wincie Wong

Digital Propositions Lead, RBS
Wincie Wong leads the Digital Propositions team at RBS to identify, define and implement the strategic digital experiences of the future for personal and small business customers. She has worked in a wide variety of roles from running her own business to running large teams at multinational... Read More →

Tuesday June 5, 2018 4:10pm - 4:50pm BST
The High Wire Stage