Covid-19 has radically changed how brands interact with customers. Lockdown has forced businesses to communicate and transact online. For many industries this is a real problem, but Financial Services trade is intangible, a series of promises. You don’t need to test drive an ISA or sit on a Pension to see how comfy it is before you buy. Once marketing has orientated itself to the short term business goals imposed by the current crisis is now the time to be thinking about the longer term? Are we on the cusp of a golden age for Financial Service marketing, with customers forced online, to search, consider and transact? What will the lasting legacy of Covid-19 be for consumers and businesses alike? Are customer behaviours and journeys changed forever? Will digital transformation programmes be accelerated across the board? And how can businesses find the right mix of digital and human touchpoints for their brand?
Sharing knowledge, expertise and learning is in The Forum’s DNA; never has this been a more urgent imperative if FS businesses are to survive the global crisis and help keep the UK economy on its feet. Join our weekly panel of senior marketers as they discussing their thinking and approach to the challenges thrown up by the pandemic.
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David Lundholm, Director, New Income Streams, Legal & General
Brian Stewart, Global Head of Customer Insight, Analytics and Reporting, AXA Investment Management
Chair: David Cowan, Managing Director, The Financial Services Forum