FlexMR to present at MRS conference with Coventry Building Society
We are pleased to announce that Paul Hudson, CEO of FlexMR, will be speaking at the 2018 MRS Financial Services conference on Thursday 15th November. Alongside Coventry Building Society’s Head of Market Research, Emma Baxter, we will be presenting on the topic of Building Brand Trust and Engagement through Customer Experience. This presentation on how online research methodologies and techniques can be used to improve brand trust and engagement.
Building Brand Trust and Engagement through Customer Experience
Our team have been working closely with Coventry Building Society to build an online panel that has a direct influence on customer experience strategy. Through the use of a number of online tools, Coventry Building Society are capturing customer feedback on a range of topics that are actively having an impact on trust and engagement.
In a challenging marketplace, where loyalty and engagement are low, Coventry Building Society are leading the way in improving customer experiences and developing a customer-centric culture. In fact, Coventry Building Society holds the 2018 YouGov award for Highest Customer Satisfaction of any bank or building society, in addition to the Fairer Finance’s Clear & Simple Mark for General Terms and Conditions. But, The Coventry Building Society still want to push their customer experience further, defending and improve their position in a competitive industry.
Throughout the talk, Paul and Emma will discuss the practicalities and success of The Coventry Building Society’s customer experience strategy, with an emphasis on how research has informed and allowed the brand to continuously reflect their customers’ requirements as they evolve and change with the times.
Key Takeaways for Finance Professionals
- Understanding the role of online communities in generating customer experience feedback
- Making the connection between customer experience, brand trust and engagement
- A deep dive into the structure of how insight can be effectively distributed in a financial services brand to affect change
MRS Financial Services Conference: Fuelling Future Financial Success
The Market Research Society Financial Services conference is aimed at researchers financial and fintech industries, showcasing how insight and finance go hand-in-hand. New technology, methodologies and innovative insight projects are all on show, demonstrating how insight departments within the UK’s leading financial services organisations are constantly improving.
We are thrilled to be a part of this event, and able to speak about innovative online research techniques our clients use on a day-to-day basis. But, we’re equally excited to hear about the interesting new innovations and attitudes incorporated within the financial sector.
With 12 distinct client-led case studies- including Barclays and Metlife, - and based on a diverse range of research methodologies, we are very much looking forward to seeing what other brands within this space have been doing to innovate. From building consumer trust in AI to diversifying customer-bases through behavioural insight analytics, this promises to be a thought-provoking and compelling conference.