
Natalie Raso
Global Head of Client Services, Global Trade & Receivables Finance
HSBC
11:00 Panel Discussion 3: Measuring & Quantifying Customer Experience in Financial Services
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Challenging the effectiveness of available metrics such as NPS, CSAT & CES in measuring customer experience
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Exploring new alternatives of measuring the performance of customer experience
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Developing a standard method of quantifying customer experience across financial services in Hong Kong
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How do you translate customer experience results into actions?
14:00 Panel Discussion 4: Identifying the Right Platforms & Services for Different Customer Segments
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Evaluating the effectiveness of your channel strategy in meeting different customer needs
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Traditional vs. digital platform: To what degree should investments be focused on digital platform as the key means of financial transaction in Hong Kong?
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Developing the best strategy to support various consumer groups: Elderly vs. digital natives, high net-worth vs mass market
Check out the incredible speaker line-up to see who will be joining Natalie.
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