Allan Lloyds Group

This week, we are hosting the 12th Annual Customer Experience Management Summit, where Peter Martin Reichmann from Infobip will be also joining us to share insights on Building Trust & Superior Customer Experience Through Digital Communication. Infobip is a global leader in omnichannel communications, helping brands create meaningful relationships with their customers, at scale and we are honoured to have them on board of the summit as well! Visit the event website for more information: https://bit.ly/2UqOmV1 #customerexperience #cx #customerexperiencemanagement #customerengagement #digitalcommunication #AL_CEM

In just one month, we will be hosting our 10th Annual HR Excellence Summit, where Elena Kharlamova, Talent Acquisition Director EMEA at CSL Behring will be one of the keynote speakers! Meanwhile, you can read the short interview on Human Capital Sustainability she had shared with us: https://journal.allanlloyds.com/human-capital-sustainabili/ #hr #talentacquisition #humanresources #leadership #employeeengagement #employeeappreciation #GlobalHRsummit

Two weeks to go until our 15th Annual Optimising Clinical Trials Summit where Karl-Ludwig Radek, Ass. Director Global Clinical Operations at The Janssen Pharmaceutical Companies of Johnson & Johnson will join us to share his insights on the opportunities and challenges of the new clinical trials formats. You can meanwhile read an interview where he discusses how have patients adapted to the shift to decentralised or remote clinical trials, to what extend will clinical trials be forever altered by the pandemic, and much more: https://journal.allanlloyds.com/what-is-patients-opinion-o/ #clinicaltrials #healthcare #medicine #clinicalresearch #pharma #patients #decentralizedtrials

In just two weeks, we will be hosting our 12th Annual Optimising Contact Centres Summit, where Ina Bielske, Head of Customer Care at Telia will also join us to talk about staff incentive schemes that work! Read an interview with her about keeping your staff healthy and motivated, identifying the right KPIs to leverage tracking of the agent performance, and much more: https://journal.allanlloyds.com/hybrid-contact-centre-as-t/ #contactcentres #customerservice #customercare #kpis #OCCSummit

Three weeks to go until our 12th Annual Customer Experience Management Summit! Gianluca Pipino, Head of Portfolio and Customer Operations at Intesa Sanpaolo Assicura will not only be joining us during the summit, but he has also shared his insights on meeting customer demands and creative innovative products, improving customer journey in the insurance industry, and much more in his recent interview that you can read here: https://journal.allanlloyds.com/leverage-data-to-get-to-kn/ #customerexperience #cx #insuranceindustry #customerneeds #customerjourney #AL_CEM

What should companies pay attention to when striving for digitalisation in order not to lose the personal touch? - "We in Erste believe a conscious combination of online self-service & personal advisory the latter shall remain a true value-add for quite a while, especially in case of complex products like investments or mortgage lending. It is also of utmost importance to continuously educate, guide and support the customers throughout their digital journey the key and ...the increasing role of all physical channels, including the contact centre." - says Laszlo Bek-Balla, Head of Digital Channels & Contact Centre at Erste Bank Hungary. Read the full interview here: https://journal.allanlloyds.com/supporting-customers-in-th/ #customerjourney #contactcentre #selfservice #digitalchannels #customer #customerservice #customercare #OCCSummit See more

"Remote work has been a true and long expected benefit for the CX team. It allows them to focus more while doing solo tasks and to minimise commuting while keeping the team more connected than ever thanks to the online connection tools deployed." - says Arantxa Hernando from Arval BNP Paribas Group on keeping CX teams engaged and motivated while shifting to the remote work environment. Read the full interview, where she shared her insights on leveraging customer feedback data to design the best CX strategies and more: https://journal.allanlloyds.com/remote-working-and-custome/ #cx #customerexperience #customerinsights #customerfeedback #data #crm #AL_CEM

It is a pleasure to have Sameer Nemazie, Director, Transaction Banking from Standard Chartered Bank on board of our 7th Annual Product Development Excellence in Banking MENA Summit, sharing not only his insights on changes banks need to bring to the forefront to bring FinTechs, the banks' outreach and connection with clients ERP to better suit them for new-age technologies, but also chairing the first day of the summit. George Greiss, MBA, Senior Vice President | Public Sector | MENA & Turkey Global Liquidity and Cash Management from HSBC Bank Middle East Limited will take over the chairing position for the second day as well as speak more about driving the digital agenda in HSBC. See more info: https://bit.ly/3eOh0aA #banking #finance #fintech #ProductDevBankingmena #financialservices #productdevelopment #digital

"Many people ask whether digital therapeutics will replace drugsand whether big pharma should be afraid. The simple answer is that DTx will not replace drugs, except in a very few instances such as mental health, pain management, ADHD, and so on. The most probable scenarios is that the two of them will work together to improve patients outcomes." - says Hicham Naim Pharm D MBA, Global Program Head Integrated and Personalised Care at Takeda, who will be sharing his insights on DTx opportunities, threats, and challenges for pharmaceutical companies during our summit in less than a month! Read the full interview: https://journal.allanlloyds.com/employee-training-for-earl/ #healthcare #digitalhealth #pharma #digital #digitaltherapeutics #dtx #DTxPharmaSummit

"The insurance industry often lags behind other industries in terms of keeping up with new technological trends. It is by nature, a very risk-adverse industry. As a result, the underwriting interview and customer journey when purchasing life insurance can feel laboured and slow to the average customer. Younger customers now expect a quick, seamless digital experience." - says Paul Donnelly from Munich Re Automation Solutions Ltd on customer expectations from the insurance industry's point of view. Read more on the role of AI when collective sensitive data and turning data into a growth opportunity: https://journal.allanlloyds.com/customer-expectations-in-t/ #ai #data #customerexperience #cx #customerfirst #customerjourney #cem #AL_CEM

People analytics helps organisations in their decision-making as well as predicting engagement level. But what about the challenges it brings? - "In my opinion, the biggest challenge in people analytics is data integrity and the growing number of data sources. In other words, as the number of tools/applications that feeds into the different analytical tools increase, the more we face data integrity issues." - says Ahmad Fathy from PepsiCo. Read more insights on employee engagement, successful digital transformation, and more: https://journal.allanlloyds.com/the-position-of-people-ana/ #digitaltransformation #analytics #hr #humanressource #employeeengagement #hrmena

Let’s not forget, that not only customers have been dealing with the effects of the pandemic, but agents also had to adjust to new working conditions while still providing excellent customer service. Read an interview with Danny Dario Winandy from Carlsberg Group about handling the demand for immediate customer service, using empathy to provide the best customer service, and much more: https://journal.allanlloyds.com/agents-providing-personal-/

How has customer behaviour changed in the telecom industry during the pandemic? - "The telecom became more than ever a critical and essential service, with a higher quality of service demand in B2C customers. Each malfunctions were now felt immediately and the tolerance to be corrected is now equivalent to water or energy." - says Luis Mestre from Altice Portugal. Read more insights on VoC, avoiding customer churn and the post-pandemic customer demands: https://journal.allanlloyds.com/the-return-to-pre-pandemic/ #customerexperience #customerjourney #telecom #cx #customerbehaviour