How to retain customers: free event

Members are able to join a free event focussing on how to improve customer retention and loyalty. The in-person, half-day event will be hosted by CGI, in association with the BVRLA, and will take delegates through how to adapt to the latest trends, regulations and technologies that are shaping the industry.

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The ‘Innovations in customer retention strategies’ is an in-person event taking place on Tuesday 21 May at 1pm at the Walkie Talkie Building, London. Delegates will hear from a panel of speakers who will share their insights and best practices on how to enhance the customer journey, while also having the opportunity to network and share views with their peers.

At the end of the session there will be a visit to the Sky Garden, located at the top of the Walkie Talkie building, to enjoy views of the city and its landmarks.

The agenda includes:

  • Updates on the latest Financial Conduct Authority (FCA) and HM Treasury initiatives that are impacting the auto finance sector, such as Consumer Duty and Discretionary Commissions.
  • The BVRLA's complaint trends and what they reveal about customer needs and preferences with Legal and Membership Director Shashi Maharaj.
  • Insight from Auto Trader about customer expectations around product, service, and the buying process.
  • Best use of AI, automation, and data analytics to enhance customer service and engagement.
  • Insurance – lessons learnt in improving the customer experience.

The session will end with a panel discussion where delegates can ask questions and get advice from the experts.

Places are limited to two per company, confirm attendance before Friday 10 May: Retaining your edge in Asset Finance: Innovations in customer retention strategies | CGI UK.