We are now in a mobile era. The capabilities of the today's standard mobile device have not only transformed the way we communicate, but have also raised the expectations consumers have when interacting with financial organisations and advisors. Making use of mobile capabilities will allow companies and advisors to increase efficiency and provide a better service to their clients. There will be big winners and big losers on both the lender and intermediary sides and for the losers the game could be up. The clock is ticking. Is the mix of MMR and mobile devices a recipe for disaster
Speakers Include:
Nigel Stockton, Financial Services Development Director, Countrywide
Nigel joined Countrywide from Lloyds Banking Group where he was the Sales Director for Mortgages. Previous roles include Managing Director of Birmingham Midshires, Managing Director of HBOS Intermediary and HBOS Head of Partnerships, prior to which he held commercial directorships with the Financial Times, FT.com and an Internet start up firm. After graduating from York University, Nigel spent the first 12 years of his career with NatWest in various commercial lending, sales and service roles. Nigel holds an MBA from London Business School. Nigel can sometimes be a controversial and outspoken speaker, but is always interesting.
Dr Nicola Millard, Customer Experience Futurologist, BT Global Services
Dr Nicola Millard's mission in life is to make customer experiences better for both customers and the employees delivering them. Since joining BT in 1990, Nicola has worked extensively with clients both within BT and in sectors such as telecoms, utilities, government and finance to ensure that they put the 'relationship' into 'customer management'. She looks at how the human factor can become central to the development and success of a customer experience. She is responsible for leading innovation and thought leadership on Customer Experience in BT Global Services (marrying three ologies; psychology, technology and futurology). She gained her PhD in 2005 from Lancaster University looking at contact centre advisor motivation and technology acceptance. She published her first book in 2009 and is also a popular speaker on the international conference circuit. Nicola combines a pragmatic operational view of serving the customer with extensive research that challenges the way that organisations typically design and deliver customer experiences. This lunchtime event will bring together business leaders from major lenders, distributor networks and other professionals within the UK mortgages community to debate a topical agenda and raise shared interests and challenges. This event is designed to coincide with the British Mortgage Awards.
