C u s t o m e r   C a r e   C a t a l y s t

Thursday 8th June  – 14:00-15:00 BST


Virtual Roundtable


“The fight for customer relationships has moved to new terrain unfamiliar to banks, and many incumbents are ill-equipped to defend market share on the digital battlefield.”

– Gartner

In 2023, fast-growth banking and insurance firms are facing a high-wire act. The current economic downturn means more than ever they must operate efficiently to survive. But this must be done without compromising customers’ experience. Given just a 5% increase in customer retention rates lead to an increase in profits of 25%, it’s a high- stakes game with no room for error [FORBES, 2023].


But many are grappling with a losing hand. They’re operating with a mismatch of fragmented systems; siloed and operated by different vendors, damaging productivity and profitability. And, given 70% of banking and insurance customers need two or more channels to solve their issues [FORBES 2023], customers need a frictionless experience.


You should never have to choose between customer service and profitability but to reach a happy medium, you must carefully consider: how can your organisation break free from outdated legacy systems that are holding you back from delivering exceptional customer experience and harming your bottom line?

Who Should Attend?

Senior technology and customer executives from fast-growth organisations within the banking and insurance industry. This discussion will be valuable to you if you have an interest in positioning your organisation as a customer-centric business through the use of cutting edge technological innovations. Attendance is capped to ensure every participant is able to contribute. The meeting is only open to invited participants or those who have been referred by a colleague or our partner Avanade.



A special thank you to Avanade for their support of the Change Makers Club. Avanade is the leading provider of innovative digital, cloud and advisory services, industry solutions and design-led experiences across the Microsoft ecosystem. Established over 20 years ago by Accenture and Microsoft, their vision is to advance the world through the power of people and Microsoft.

Where and when?

8th June – 14:00-15:00 BST

Virtual Roundtable

What is the experience?

All of our roundtables are focused, collaborative and informative. Thanks to a chaired and moderated discussion you will: gain insights and ideas from thought leaders in different industries, benchmark your own plans within a collaborative and confidential environment and network with an exclusive group of senior executives in similar size organisations to you.

The Team

jh profile pic

James Harris


George Parry

Club Director

Hope Onderdonck

Club Director

Elle Brasier

Head of Operations



We’re committed to supporting our society and environment. When you attend a Change Makers Club event, we pledge to neutralise your carbon footprint. To offset your travel or energy usage we will plant a tree via One Tree Planted. Once mature, the average tree has a net absorption of 30 kg of CO2 per year, which equates to 227 miles of travel by car or 96 hours of office usage. You can see our maths here.


Learn more here:

If you have a question about attendance, please contact me:


Hope Onderdonck-Young

Club Director, Change Makers Club


Tel: +44 (0) 7866680060


Address: 18-20 Huntsworth Mews, Marylebone NW1 6DD