Digital Client Engagement Connect
08 - 09 October, 2024
Sopwell House, St Albans, UK.
Day One - Tuesday 8th October
8:45 am - 8:50 am
Opening Remarks from WBR - Gabriela Martins da Silva, Content Director, Digital Client Engagement Connect
8:50 am - 9:00 am
Chair’s Opening Remarks
Sharing Aegon’s Digital Triumph
9:00 am - 9:20 am
Opening Keynote: How we revamped our digital engagement strategy to drive profitability in the face of narrower margins, fiercer competition and changing customer expectations
Erik Den Hertog -
Global Head of Relationship Management,
Aegon AM
- How to overhaul digital engagement strategy with a focus on retention
- How to define client portal in onboarding
- How to enhance relationship management with speedy digital tools
- How to increase retention amid competition
Driving Digital Spend ROI
9:20 am - 9:40 am
Keynote Interview: How to make the right investments in digital initiatives that empower your advisors to deliver more personalised, high-touch client experiences and optimize business performance
Stewart Conway -
Head of Digital and Sales Enablement,
Columbia Threadneedle
- How to prioritize implementation steps
- How to navigate vendor partnerships effectively
- How to achieve superior client retention metrics even in a downturn investment climate
- How to defend your budget and maximize for results so the business understands the benefits
Streamlining Your Digital Interactions
9:40 am - 10:10 am
Panel Discussion: How can you implement the latest digital innovations to create a seamless E2E client journey across all channels that drives engagement and loyalty?
Jeroen Bruckenwilder -
Global Head of Martech,
Goldman Sachs
Rachel Smith -
Vice President EMEA Marketng,
Dimensional Fund Advisors
Stewart Conway -
Head of Digital and Sales Enablement,
Columbia Threadneedle
Melanie Leavold -
Head of Client Operations Management,
Invesco
- How to unlock a superior performing client onboarding and retention experience
- How to accelerate the implementation process
- How to achieve seamless client engagement with advanced tools at scale
- How to evidence non-transactional benefits and prove the ROI
Following the panel discussion, the audience will break into roundtables to discuss questions posed by the speakers
Harnessing Client Insights
10:10 am - 10:20 am
Sponsor Client Interview: How we are tracking clients’ online behaviours to provide a relevant digital experience that improves acquisition and drives long-term retention
Walaa Elsayeh -
Client Behaviour Director,
Accomplish
- How to build a long-term strategy for client retention focusing on behaviour
- How to cultivate client acquisition through deeper insights
- How to nurture long-lasting loyalty for success
- Does disengagement always happen and what is the cycle to re-engage clients?
10:20 am - 10:40 am
Networking Bingo
Throw yourself into our popular networking session to meet as many people in the room as you can in 15 minutes. Grab a bingo card and a pen, search out the numbers you need, and you could be going home with a prize!
10:40 am - 10:45 am
5-minute transition
10:45 am - 11:15 am
1-2-1 private business meetings for you to benchmark solution providers
10:45 am - 11:15 am
Networking Time & Coffee Break
11:15 am - 11:20 am
5-minute transition
11:20 am - 11:50 am
1-2-1 private business meetings for you to benchmark solution providers
11:20 am - 11:50 am
Think Tank: Customer Data Platforms: How to unleash the potential of data analytics to better load, integrate and analyse structured and semi-structured data that drives data-driven decision-making
- How to implement enhanced portfolio analysis
- How to utilize real-time data flows
- How to modernize access for enhanced data utilization
- How to future-proof your foundational data strategy
Driving Customer-Centricity
11:55 am - 12:25 pm
Guest Speaker: Top tips from Santander on embracing a customer-centric model to meet the increasing expectations of today’s digital savvy clients
- How to personalize services for digital-savvy clients
- How to embrace evolving client trends
- How to create an elite hybrid engagement model
Reserved for Santander
Implementing Intelligent Client Reporting
12:25 pm - 1:00 pm
Panel Discussion Interactive followed by Roundtables: How can you implement digitalized client reporting tools that provide your clients with more personalised updates on their investments in real-time?
Sarah Emberson -
Head of Institutional Client Services,
Patrizia AM
Philip Gregory -
Director of Client Reporting Capabilities,
Franklin Templeton
Fabian Sieverdink -
Head of Marketing EMEA,
Nikkoam
- How to streamline data for digital reporting, video snippets, factsheets and incorporating different focuses
- How to integrate ESG and regulatory compliance
- How to enhance interactive self-service for speed and accessibility
- How to rationalize the costs of updating reporting with the latest AP to maximize loyalty
Following the panel discussion, the audience will break into roundtables to discuss questions posed by the speakers
1:00 pm - 2:00 pm
Lunch
2:00 pm - 2:30 pm
1-2-1 private business meetings for you to benchmark solution providers
2:00 pm - 2:30 pm
Think Tank: Client Reporting Solutions: How to automate client reporting, reduce manual steps and make it easy for clients to manage what they receive and increase real-time accessibility
- How to onboard clients to use the features and self-serve
- How to simplify sending out client factsheets
- How to link everything to regular email updates
- How to automate delivery of client reporting and free up your team to improve the client experience overall
2:30 pm - 2:35 pm
5-minute transition
2:35 pm - 3:05 pm
1-2-1 private business meetings for you to benchmark solution providers
2:35 pm - 3:05 pm
Think Tank: Client Engagement Platforms: How to use AI to seamlessly integrate your data and content to deliver automated reporting, engaging website experiences and secure client portals that feels designed individually for them
- How to deliver consistent new data and insights through AI
- How to develop self-serve, customizable data approaches
- How to ease client workload with personalised reporting formats
- How to cultivate loyalty through personalised services
3:05 pm - 3:10 pm
5-minute transition
Unleashing The Power Of Data
3:10 pm - 3:30 pm
Sponsor Client Interview: How to leverage data across the client journey to onboard high-value new business, get them hooked on the value you bring and boost retention
- How to utilize data pools for comprehensive insights
- How to implement effective segmentation strategies
- How to harness sales analytics for retention
- How to maximize revenue through seamless client relationships
3:30 pm - 4:10 pm
Roundtable 1. How to optimize AI and ML in content translation to be faster, more accurate, and optimize your global processes even on a shoestring budget
3:30 pm - 4:10 pm
Roundtable 2. How to relaunch a global website, ensure your new platform is scalable and integrates with existing tech and provides ease of access for you and your clients to your digital asset management library
3:30 pm - 4:10 pm
Roundtable 3. How to build a single view of the client and make it easy for distribution to interrogate segments and use data available in salesforce and marketing activities
3:30 pm - 4:10 pm
Roundtable 4. How to build an engagement scoring model and utilize it to present actionable insights to the business
4:10 pm - 4:15 pm
5-minute transition
4:15 pm - 4:45 pm
Private business meetings for you to benchmark solution providers
4:15 pm - 4:45 pm
Networking Time and Coffee Break
4:45 pm - 4:50 pm
5 minutes transition
Creating AI-Enabled Content
4:50 pm - 5:10 pm
Panel Discussion: How can you enhance multimedia content with AI to leverage market insights that deliver tailored client touchpoints and keep them coming back?
Mark Chappell -
Head of Digital Marketing and Content Creation,
MAN Group
Vincent Forrestier -
Global Head of Segment Marketing,
Axa Asset Management
Kassie Siwo-Gasa -
Head of Digital Marketing,
LGIM
- How to leverage generative and conversational AI tools and built up your teams’ skillset
- How to harness the power of podcasts and video content
- How to utilize omni-channel marketing for wider reach
- How to maximize overall client lifetime value
- How AI can help you generate content digitally
Unlocking High-Impact Digital Marketing
5:10 pm - 5:30 pm
Case Study Interactive: How to perfect your marketing strategy to get your sales and marketing teams to target specific high value prospects that convert into new business, even on a shoestring budget
Fabian Sieverdink -
Head of Marketing EMEA,
Nikkoam
- How to organize your marketing within three layers of client development
- How to raise brand awareness, generate high quality leads for sales and enable sales to reach their objectives efficiently
- How to utilize marketing that is content focused, linked to your brand and showing how you can exceed expectations with clients
- How to measure revenue growth through conversion of quality leads and positively impact your cost-per-lead