29 - 30 November , 2016
Hong Kong

Natalie Raso

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

Natalie has over 20 years’ experience in customer management strategy, operations and consulting for industry leading companies across financial services, government, advertising, telecommunications, consulting, information technology, marketing media, and utilities industries.

As the Global Head of Client Services, Global Trade and Receivables Finance, she is responsible for service performance and innovation for HSBC’s global and commercial banking clients who use HSBC's trade finance solutions. HSBC has been awarded the TFR 'Best Trade Bank in the World' for the last three consecutive years.

Natalie's previous roles include customer management leadership roles for Oracle and Telstra Corporations where she has a proven track record of driving transformational change leading to increased revenue, reduced costs and improved customer satisfaction.

Natalie is a Past President of the Customer Contact Management Association, Australia.

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