29 - 30 November , 2016
Hong Kong

Natalie Raso


Global Head of Client Services, Global Trade & Receivables Finance
HSBC


11:00 Panel Discussion 3: Measuring & Quantifying Customer Experience in Financial Services

  • Challenging the effectiveness of available metrics such as NPS, CSAT & CES in measuring customer experience
  • Exploring new alternatives of measuring the performance of customer experience
  • Developing a standard method of quantifying customer experience across financial services in Hong Kong
  • How do you translate customer experience results into actions?

14:00 Panel Discussion 4: Identifying the Right Platforms & Services for Different Customer Segments

  • Evaluating the effectiveness of your channel strategy in meeting different customer needs
  • Traditional vs. digital platform: To what degree should investments be focused on digital platform as the key means of financial transaction in Hong Kong?
  • 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.

Download The Latest Agenda