Lockdown Legacy – Lessons for Retail Banking Marketers


Fiona Blades

President and Chief Experience Officer

MESH Experience

The coronavirus lockdown has significantly impacted retail banking with branch closures driving a whole new cohort online, and an altered customer experience landscape.

In this webinar brand experience agency MESH Experience will share insights gleaned from research of 5,000 people, covering over 20,000 experiences across all major brands. The findings span multiple touchpoints, from branch, to online, to news, to ads, and more.

MESH president Fiona Blades will examine what worked (and what didn’t) as marketers re-engineered the customer experience in a fast-changing situation, which banks got it right, and highlight emerging issues such as fraud. Ultimately she will consider the legacy of lockdown for retail banks. Mark Evans has closely tracked changing consumer behaviours and attitudes throughout the pandemic, and will consider how MESH’s insight translates into marketing learning and actions for all FS brands.

Fiona Blades, Chief Experience Officer, MESH Experience
Mark Evans, Managing Director, Marketing & Digital, Direct Line Group
Chair: David Cowan, Managing Director, The Financial Services Forum

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