Reimagining Customer Value Creation To Win in the Digital Age

Gartner Virtual Sessions for Financial Services Leaders

June 16-17, 2021 | Virtual

Join your financial services peers on June 16th & 17th for a series of critical virtual conversations to understand disruptive forces affecting financial services and learn about new capabilities needed to create a differentiated experience for clients now and in the future.

Gartner’s Virtual Sessions for Financial Services Leaders is an exclusive opportunity to learn from leaders, exchange best practices with peers, and take home learnings to the enterprise. Gartner has elected to make virtually available a selection of topics and practitioner presentations for your engagement.

Specifically we will provide

  • Actionable insight on fintechs, Digital Giants, and other disruptive forces that are pressing incumbents to reimagine client value creation
  • Best practices to adapt to the future of work in financial services and build a more diverse and inclusive talent bench
  • Case studies of how leading financial providers adapt to virtual selling and digital client engagement
  • Approaches to accelerate automation to transform client value delivery
  • Insight on evolving client expectations that financial providers must meet to survive, thrive, and grow in 2021 and beyond

Virtual Format

Just like with an in-person Retreat, our two-day virtual agenda is built to provide a mix of thought leadership presentations, discussion-based practical practitioner sessions, and networking opportunities around topics of interest. Join relevant sessions, all from the comfort of your office or home.

Virtual Roundtables

Meet your peers virtually on common topics of interest.

Research Connections

Proven solutions from financial services leaders to pressing problems.

Explore the collection of discussions included in our two-day virtual agenda. We invite you to attend all sessions, as they’re intended to build on one another.  Join the mix of thought leadership presentations, discussion-based practical practitioner sessions, and networking opportunities around topics of interest.

Research Connection
What 2020 Showed about The Future of Growth and Efficiency in Banking

Jasleen Sindhu, Senior Director, Advisory

11:00AM-11:45AM ET

Join this session to learn what set apart high-growth organizations in this challenging environment, why formerly high-performing organizations floundered, and what this means for the future of your growth strategy.

Theme: The Forces at Work and the Future they Inspire

Research Connection
How the Pandemic Changed Customer Expectations and What to do Now

Micah Margolis, Director, Advisory

12:00PM-12:45PM ET

Many financial services providers met or exceeded their customers’ expectations in response to the unprecedented uncertainty and economic stress of the pandemic. But, in doing so, customers developed new expectations of their providers. This session will outline how leaders should think about their customer experience moving forward in order to maximize the opportunities of the new normal.

Theme: The Forces at Work and the Future they Inspire

Research Connection
Maintaining Momentum in End-to-End Automation Efforts to Deliver Customer Value

Ben Seesel, VP, Advisory

1:00PM-1:45PM ET

In 2020, financial services leaders had to rapidly reimagine processes and improve automation capabilities to serve customers in a remote environment. As the industry prepares to return to growth, financial services leaders want to maintain a similar pace and scale to innovation. Join this session to learn how leading financial services firms are delivering value in new ways by keeping customers at the center of automation and cross-functional collaboration.

Theme: Capabilities for Delivering Traditional Value in New or Better Ways

Research Connection
Maximizing the Potential of Virtual Sales

Paul Dennis, VP, Team Manager

2:00PM-2:45PM ET

Restoring a proactive sales process is a growing, but challenging priority for Financial Services leaders. This is especially the case as the virtual sales environment has quickly matured into a necessary part of an organization’s sales strategy. Financial services leaders should attend this session to learn how to apply the principles of financial empowerment support to virtual sales to increase the likelihood of quality sales interactions and improved customer relationships.

Theme: Capabilities for Delivering Traditional Value in New or Better Ways

Research Connection
Building a Diverse Leadership Bench

Leah Johnson, VP, Advisory 

3:00PM-3:45PM ET

Financial services leaders are addressing gender and racial diversity in the industry, but progress has been slow, particularly at the highest levels. Just 31% of senior executives in the industry are women, while non-whites comprise only 12% of executives at the SVP-level and up. Attend this session to learn how overcome these challenges and build a diverse leadership bench to drive growth today and in the future.

Theme: Capabilities for Delivering Traditional Value in New or Better Ways

Virtual Roundtable
Day 1 Roundtable Discussion

TBD 

4:00PM-5:00PM ET

Join this session for a virtual roundtable discussion with financial services leader peers to discuss insights and lessons learned from Day 1 of the Retreat. You’ll have the chance to ask questions of the Gartner experts who led Day 1 sessions, and also exchange ideas, experiences, and best practices with your peers from other financial services organizations.

Explore the collection of discussions included in our two-day virtual agenda. We invite you to attend all sessions, as they’re intended to build on one another.  Join the mix of thought leadership presentations, discussion-based practical practitioner sessions, and networking opportunities around topics of interest.

Research Connection
How to Rethink Your Purpose After COVID-19

Mary Mesaglio, Distinguished VP Analyst

11:00AM-11:45AM ET

The multiple crises facing society challenge the definition and parameters of personal leadership. They are also triggering a deep rethink among executive leaders about the purpose and values of their organizations, and how their organizations should behave towards customers, associates, and partners. Attend this session to learn how to rethink your organizational purpose and values to accelerate out of the pandemic and translate new values into on-the-ground change.

Theme: Capabilities for Deliver New Value in New Ways

Research Connection
Digital Economics & KPIs: Connecting Technology and Business Metrics

12:00PM-12:45PM

Juergen Weiss, Practice Vice President

Paul Proctor, Distinguished VP Analyst 

Business executives in Financial Services have realized that IT is a strategic driver for both their business growth ambitions and their digitization efforts. Many business and IT leaders still struggle though in articulating quantifiable value from their technology investments. This session will introduce a framework for bridging the gap between technology and business outcome-driven metrics which will allow business and IT leaders to better track the immediate and cascading impacts of their business and IT initiatives.

Theme: Capabilities for Delivering Traditional Value in New or Better Ways

Research Connection
Evolving and Growing with Fintech

1:00PM-1:45PM

 Andrew Steadman, Senior Director, Analyst

Moutusi Sau, VP, Analyst

Fintechs are increasingly extending their influence in the financial services industry, particularly within the payments space. While many business executives see them as having a negative impact, others see these firms as opportunities to create partnerships that lower the cost to serve customers and improve their digital experiences. this session to understand the nature of fintech especially alternative payment providers and learn how to navigate the opportunities and risks they pose.

Theme: Capabilities for Deliver New Value in New Ways

Research Connection
Deliver Financial Empowerment Support for Financially Vulnerable

Derek Frost, VP, Advisory

2:00PM-2:45PM ET

The need for financial empowerment support took on new urgency during the COVID-19 pandemic as customers faced unfamiliar and overwhelming challenges, with over 40% viewing the pandemic as a major threat to their personal financial situation. Meeting this segment’s needs will help shape long-term growth beyond the pandemic, as financial empowerment support is linked to positive outcomes both for customers and for their relationships with providers. This session will detail how to use critical components of financial empowerment support to meet evolving customer needs while addressing the larger challenge posed by financial vulnerability.

Theme: Capabilities for Deliver New Value in New Ways

Research Connection
Understanding the Future of Customer Value Creation

3:00PM-3:45PM ET

 Benjamin P. Seesel, VP, Advisory

Jason Malo, Director, Analyst

Financial services leaders are facing unprecedented disruption to their industry. Growing competition from digital giants, fintechs and neo banks, as well as rapidly evolving customer expectations have forced leaders to fundamentally rethink their approach towards customer value creation. In this session, we will analyze how financial services leaders should respond to this disruption and showcase new value-creating capabilities that will define firms' success in the next 3-5 years.

Theme: Capabilities for Deliver New Value in New Ways

Virtual Roundtable
Evolving the Post-Crisis Role of the Branch

TBD

4:00PM-5:00PM ET

Join this session for a virtual roundtable discussion with financial services leader peers to discuss insights and lessons learned from Day 2. You’ll have the chance to ask questions of the Gartner experts who led Day 2 sessions, and also exchange ideas, experiences, and best practices with your peers from other financial services organizations.

Ready to Register?