Next Gen CX for Financial Services

July 17 - 19, 2017

Renaissance Boston Waterfront Hotel, Boston, MA


Dan Roan Service Design Product Analyst CFPB

Day Two: Establishing A Governance Around CX

10:15 AM REGULATOR GUEST SPEAKER From Discovery to Prototyping: Best Practices for Instituting Design Thinking

The methodology of design thinking allows companies to put cx at the heart of their company by using what they know about their customers to design products that make the most sense for them. This method begins customer feedback, involves rounds of customer testing and ultimately is made to customer preference. Join this session with two regulators from the CFPB, who will not only be updating us on their consumer complaints platform, but will be telling us how they redesigned it using customer data. • How do you get started? Who are the right people to get involved with design thinking? • What are the steps to take in the process of design thinking? • How do you keep the momentum of design thinking going considering the cross-departmental coordination it involves?