The leading specialist in client relationship management, Salesforce, is set to reveal the future trends in customer service and journey mapping at the Better Business Summit 2020.
Now in its seventh year, the annual Better Business Summit – partnered by principal partner NAB – is the peak event for the mortgage and finance broking community.
Taking place across five states in February and March, the theme of the 2020 summit is “Customer 20:20”, with an agenda that focuses on the changing demographics of mortgage customers and provides brokers with practical tips and strategies to navigate the consumer power shift, build smarter, long-lasting relationships with clients, and position their business for growth.
The opening keynote for the Better Business Summit 2020 will be delivered by global leaders in customer relationship management, Salesforce, which will reveal the future trends in customer service and outline what customers really want.
Given a backdrop of digitally driven expectations and increased regulatory focus, Salesforce’s leading specialists in financial services strategy – including director of industry strategy, Stuart Ward – will examine how to provide value beyond settlement, look at innovations in customer journey mapping and showcase what the potential implications of open banking may be on the sector.
What borrowers think of the mortgage process
Following this informative session, delegates will learn what real consumers think about the mortgage process, as The Adviser and Momentum Intelligence exclusively reveal the key findings from the Consumer Access to Mortgages report.
By surveying more than a thousand Australian borrowers, the Consumer Access to Mortgages report reveals the latest consumer sentiments towards both the third-party and proprietary channels.
In this session, brokers will learn what mortgagors (and potential borrowers) think of the direct and broker channels, and what consumers believe constitutes “best interests” in the mortgage process.
The customer of the future and how to work with them
While understanding what consumers currently want from the mortgage process is key, so too is knowing what customers of the future want. In the afternoon, The Demographics Group will showcase the latest trends, segments and behaviours of the mortgage consumer market. Delegates will discover how customers will interact with mortgage brokers in the future, what customers will value, and how the third-party channel can meet these rising expectations.
Hear from Bernard Salt AM and Simon Kuestenmacher (Perth only) as they outline the make-up of the customer of the future.
After identifying the composition and expectations of mortgage customers, the afternoon sessions will dig down into how to better engage with these clients and advanced selling techniques.
Dan Gregory, president and CEO of The Impossible Institute, and consumer futurist Amanda Stevens (Sydney only) will outline persuasive visual, verbal, behavioural and personal communication and how to align your value with your clients’ values.
Niik Stewart from Niik Stewart Empowerment will close the conference in an energetic and inspiring presentation that brings learnings fresh from his USA tour to Australia for the first time. Mr Stewart will deliver never-before-seen content in a session specifically designed to help brokers who want to achieve their full income and business potential for 2020.
Tickets for the Better Business Summit 2020 are selling fast, so make sure you secure yours soon!
The Better Business Summit will visit:
The Better Business Summit 2020 is followed by the Better Business Awards, which celebrates the leading lights in the broking industry.
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