Driving the Coutts magic through insight

Coutts Bank has always been known for its strong relationships with clients, but engaging ultra-high net worth individuals in research can be a challenge. In April’s speaker evening, Carmel Sagrott, Ereni Akermanidis and Gauri Sahni share how they overcame technological, governance and user level hurdles to effectively gather feedback from this hard-to-reach audience.

Please note that this is a face-to-face event.

Learn about the journey to embed two research programmes into Coutts, ultimately educating, engaging and modernising the way its stakeholders use insight.

What are the challenges when it comes to extracting feedback from ultra-high net worth clients? In April’s speaker evening, Carmel Sagrott, Ereni Akermanidis and Gauri Sahni discuss how they worked through technological, governance and user level issues to bring two research programmes to life - ultimately embedding insight into the business.

Insight at Coutts is holistic from a quantitative and qualitative perspective, and is derived from two main channels. A CX and NPS tracking study uncovers bigger picture issues, powered by Medallia and supported by Ipsos. And Coutts Client Council, an interactive in-house customer panel run on Recollective, helps fill in the missing pieces as well as take the team to the next level of depth through discussions and more enhanced qualitative research.

Learn how both programmes now allow Coutts to turn around insight quickly and cost-effectively. This means it avoids outsourcing but also helps to build strong relationships with clients, allowing them to feel empowered to shape products, service and communications.

This speaker evening also covers the journey to embedding the programmes into the business – educating, engaging and modernising the way stakeholders use insight. There are also some key learnings on how to engage with ultra-high net worth audiences.

What you’ll learn:

• How to better engage and extract feedback from ultra-high net worth clients
• Tips and tricks on how to use research to drive and build client relationships, including insight on the day-to-day running of an in-house panel for these clients
• Key challenges and learnings when activating new research methodologies, particularly with niche audiences
• How in-house research tools can help with costs and time efficiencies - and how Coutts is now recreating its Client Council experience for its Premier Retail banking customers using a similar model
• How to embed new technology within a large-scale business - everything from navigating the challenges around governance, managing PII, to educating and supporting stakeholders across the business (irrespective of their role or seniority) to engage with innovative research methodologies

Speakers:

Carmel Sagrott, Council Engagement Manager, Private CX, Coutts, and Ereni Akermanidis, Customer Insight Manager at NatWest Group, have been instrumental in the setting up and running of the Coutts Client Council. Gauri Sahni, Customer Insight Manager at NatWest Group, plays a key role in embedding its CX and NPS study within the business, working closely with Carmel and Ereni on hot topics to ensure both studies are working in tandem.