This event is open exclusively to those working client-side within FCA or PRA regulated firms. Please note, there are limited spaces and all registrations will be reviewed, and approved attendees will receive a calendar invite.
While digital interactions generate vast amounts of data, the richest first party signals still sit inside telephone calls. Join Vanguard and Invoca to learn how Vanguard is using first party call data to enrich its measurement and insight, and connect digital and offline journeys.
You’ll learn how Vanguard connects conversation intelligence with digital behaviour to uncover intent and identify friction, as well as how they prioritise improvements that reduce avoidable contact and accelerate digital self-service, while promoting high value conversations by routing complex needs directly to the right specialists faster.
Looking ahead, you’ll also hear how Vanguard plans to extend the use of these offline insights. Its focus includes improving Client Services conversion rates and strengthening top of funnel marketing measurement, to optimise spend, prioritise higher quality prospects, and reduce low value demand.
Speakers:
Tom Miller, Senior Director Customer Succss - International, Invoca
Tom is Invoca's Senior Director of Customer Success, helping brands optimise how they acquire and engage customers. With over 15 years of SaaS leadership experience, he works with organisations to bridge digital and offline experiences - unlocking insights from customer conversations to enhance business performance, elevate customer experience, and deliver measurable, revenue-driving impact across every stage of the customer journey.
Joshua Lambert, Product Lead, Vanguard
Joshua Lambert is a Product Lead at Vanguard and has a proven track record of driving digital innovation and strategy for the financial services industry. He specialises in product and proposition development, channel management, and embedding the product operating model, all in service of delivering world-class client experiences to new and existing clients. Before joining Vanguard, Joshua spent over eight years at HSBC.
In Collaboration With:
