Responding to COVID-19: How to Survive and Thrive in 2020

Gartner Virtual Retreat for Financial Services Leaders

June 16 – 17, 2020  |  Virtual Program

Financial services leaders virtual retreat

On June 16th & 17th financial service leaders gathered to learn how to navigate the COVID-19 crisis. They walked away with insights and proven practices to accelerate recovery plans, enhance customer communications, restore client health, and keep talent engaged and focused.  

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

Specifically, we provided: 

  • Peer perspectives on the impact of COVID-19 on financial services strategy, operations, capabilities, and talent
  • Best practices for new ways of working including remote work
  • Communication tools to engage and support customers in crisis
  • Proven tactics for cost optimization during volatility
  • Expert perspectives on new sales approaches to accelerate into the recovery

 

Virtual format

Just like an in-person retreat, our two-day virtual agenda provided a mix of thought leadership presentations, and discussion-based sessions. Financial service leaders were able to join sessions relevant to thier mission-critical priorities, all from the comfort of their office or home.

Executive keynote

Gartner insights on the role of financial services in driving the recovery.

Peer networking

Meet your peers virtually on common topics of interest.

Practitioner perspectives

Proven solutions from financial services leaders to pressing problems.

Gartner Keynote
How Financial Services Firms Will Drive Customer Recovery

Presented by: Derek Frost, VP, Advisory

How financial services leaders respond to COVID-19 will define the industry for a generation, particularly as customer trust in financial institutions never fully recovered from the 2008 financial crisis. Learn how financial services firms can lead the recovery and effectively serve their customers at this moment of acute need.

Watch the Replay

Practitioner Perspectives
Accelerating Agile-Like Principles for Faster Ways of Working

Presented by: Benjamin P. Seesel, VP, Advisory

Financial services leaders have been trying to instill an agile approach across their organizations but consistently cite culture as a barrier to widespread adoption despite extensive change management efforts. The COVID-19 crisis has accelerated this transition by forcing faster, more iterative and more collaborative ways of working to serve customers and keep families and businesses afloat. Learn what you can do as leaders to make agile values part of everyday life in your organization - both now and in the recovery.

Watch the Replay

Practitioner Perspectives
Connecting With the High-Net-Worth Millennial

Presented by: Paul Dennis, VP, Team Manager, Gartner Research & Advisory

The Millennial generation represents a substantial growth opportunity for wealth management providers, as Millennials struggle to understand the impact of COVID-19 on their financial futures. Watch the replay to learn more about proven approaches that will reach the next generation of wealth management clients.

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Practitioner Perspectives
Increasing RM Resilience: Driving Digital Dexterity in the Frontline

Presented by: Charlotte Bowden, Senior Principal, Advisory

The COVID-19 crisis has pushed banks to sustain and increase investments in technology, especially around the frontline. However, Gartner data indicates that RMs’ Digital Dexterity - their ambition and ability to build a more digital company - is generally low. Watch the replay to learn how to enable technology adoption and an adaptable mindset among frontline staff during these quickly evolving times.

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Practitioner Perspectives
Shifting Channel Strategies to Meet the Needs of Financially Vulnerable Customers

Presented by: Jasleen Kaur Sindhu, Senior Director, Advisory

Before the COVID-19 crisis, there were already gaps in how well banks were able to serve financially vulnerable customers through their existing channel strategies. The virus and the response has forced a realignment of channels in the interim. If there’s anything we can be sure of in the aftermath, serving financially vulnerable customers will be more important than ever. Learn about how you will need to change how you serve your client base.

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Practitioner Perspectives
Creating Resilient Talent in Operations in a Post-Crisis Environment

Presented by: Michael Cates, Director, Advisory

As financial institutions and operations leaders make changes to adapt to unprecedented volatility, employees may experience anxiety or change stress, which slows individual productivity. Amid volatility in the financial markets, the news cycle and business activity, it is crucial that employees are resilient, remaining engaged and productive. Watch the replay to learn what operations leaders and managers can do to create a resilient workforce.

Watch the Replay

Practitioner Perspectives
Accelerating Agile-Like Principles for Faster Ways of Working

Presented by: Benjamin P. Seesel, VP, Advisory

Financial services leaders have been trying to instill an agile approach across their organizations but consistently cite culture as a barrier to widespread adoption despite extensive change management efforts. The COVID-19 crisis has accelerated this transition by forcing faster, more iterative and more collaborative ways of working to serve customers and keep families and businesses afloat. Learn what you can do as leaders to make agile values part of everyday life in your organization - both now and in the recovery.

Watch the Replay

Practitioner Perspectives
A New Framework for Sustainable Cost Management

Presented by: Paul Dennis, Vice President, Team Manager 

The COVID-19 crisis has placed unprecedented pressure on firms to cut costs. However, a poorly considered response to this challenge could seriously impair your ability to restore business growth when normalcy returns. Watch the replay to learn how to sustainably reduce costs while protecting critical growth initiatives.

Watch the Replay

Practitioner Perspectives
Overcoming Data and Analytics Challenges for Operations to Drive Faster Business Decisions

Presented by: Jasleen Kaur Sindhu, Senior Director, Advisory

Leaders are focusing on how they can use data to make better decisions during a period of massive volatility and change. However, many executives are struggling to rapidly develop insights from their existing data. Watch the replay to learn about best practices for using data analytics and how you can use data to impact decisions with your team and the organization.

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Executive Keynote
The Sense Making Approach to Client Engagement

 Rick E. Karlton, MVP, Sales & Customer Service and Support

Danielle McKinley, Director, Advisory

COVID-19 has scrambled both commercial banking and wealth management clients, forcing them to make financial decisions in a highly chaotic environment. Watch the replay to learn about a new sales approach to accelerate into the recovery by helping clients make sense of chaotic information.

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Practitioner Perspectives
Virtual Sales: A Hidden Opportunity?

Presented by: Benjamin P. Seesel, VP, Advisory

RMs and advisors have relied on in-person interactions to drive sales for decades, but COVID-19 has eliminated their ability to meet with prospects and clients. As at least some restrictions could remain in place for the foreseeable future, banks should devise strategies to effectively engage with clients virtually and capture untapped opportunities from virtual selling.

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Practitioner Perspectives
Evolving the Post-Crisis Role of the Branch

Presented by: Derek Frost, VP, Advisory

Branches are expensive to maintain and were seeing decreasing traffic even before COVID-19, leading most financial institutions to see branch closure as a viable source of funds for digital investment. The COVID-19 crisis has exponentially accelerated these trends, but viewing the branch as merely a drain on resources risks damaging customer experience and reducing acquisition opportunities through their closure. Now more than ever, banks need to reevaluate the branch network as part of a growth and service strategy instead of purely as a cost. Learn how to understand the value of the branch and craft a holistic recovery strategy.

Watch the Replay

Practitioner Perspectives
Best Practices for Remote Work

Presented by Brian Kropp, Distinguished VP, Research

Executives in financial services responsible for workforce productivity face a variety of huge challenges resulting from the current public health crisis, but many organizations are confronting the transition to an almost completely remote workforce on short notice. Watch the replay to hear essential success factors, best practices, and lessons learned to-date about prolonged periods of remote work from a Gartner expert on HR.

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Practitioner Perspectives
A New Framework for Sustainable Cost Management

Presented by: Paul Dennis, Vice President, Team Manager 

The COVID-19 crisis has placed unprecedented pressure on firms to cut costs. However, a poorly considered response to this challenge could seriously impair your ability to restore business growth when normalcy returns. Watch the replay to learn how to sustainably reduce costs while protecting critical growth initiatives.

Watch the Replay