Know your customer

11-15 July 2005

The early part of the 21st Century has been characterized by an increasingly customer-centric approach across the financial services sector. Increased competition, strengthening regulation, a greater focus on the role and competencies of staff and improved information systems are among the many factors that are contributing to major improvements in how the financial services industry deals with its customers. However, notwithstanding its strategic significance, this is proving to be a 'quiet revolution', largely devoid of public debate.

The ifs Cambridge Seminar will offer the opportunity to hear and discuss the views of UK and international industry leaders - from both the financial services sector and retailing - first hand. Senior representatives of the regulatory authorities and consumer bodies will also join the seminar to provide their own perspective on the achievements and shortcomings of the financial services sector. INSEAD and other professional specialists in management development have been included in the programme to provide and support high quality case studies that will take participants through the challenges of designing and implementing change and best practice. In all cases, emphasis will be placed on working as both an individual and as a member of a management team. The learning opportunity will be supplemented by selected pre-reading and extensive syndicate discussions.

Speakers will include: Professor Albert Angehrn (INSEAD); Bruce Carnegie-Brown (ifs Deputy President; Marsh Ltd); James Crosby (HBOS); Lincoln Mali (Standard Bank, SA); Ron Sandler (ifs President; Computacenter; Kyte Group); David Soberman (INSEAD); Hamish Taylor (Skills Exchange Network); Magnus Uggla (Svenska Handelsbanken).

Topics to be covered:

• Treating customers fairly
• Managing customers for profit
• Empowering customer-facing staff
• Managing changes in the social, economic and cultural environment
• Managing reputation
• Success through leveraging customer knowledge
• Transferable skills and CRM
• A political perspective

What the Seminar seeks to achieve:

• Generate a deeper understanding of a subject acknowledged as having a critical strategic significance - through input from industry leaders, regulators, consumer representatives, world-class business educationalists and the views of peers.
• Provide an environment that stimulates debate and discussion about both the subject in hand and the many other critical strategic issues facing the financial services sector in the early 21st Century.
• Develop the ability and confidence of participants to contribute to the creative management process through which the strategy of their own organizations is developed and implemented.
• Understand how commitment, creativity and determination have led to success - despite the challenges of either the trading environment or the received wisdom.
• Provide an opportunity to network with participants from across the broader financial services sector - and often from other industries.
• Demonstrate the value of, and thereby enhance participant's commitment to, continuing professional development.