Next Gen CX for Financial Services

July 17 - 19, 2017

Renaissance Boston Waterfront Hotel, Boston, MA


 Gina Bhawalkar
Gina Bhawalkar Director of Customer Experience Research, VP Bank of the West

Day One: Achieving a Holistic View of Your Customer

9:10 AM KEYNOTE: Mining Voice of the Customer Data to Pin Point Friction in Their Experience

Given the amount of customer touch points in financial services (ATM, phone, in branch, online, mobile), there is a staggering amount of data being collected from your customer at each one. But, none of this data is structured, in fact much of it is unorganized and confusing to your employees. Your challenge then becomes taking this customer data, understanding how it all fits together, and mapping out each customer’s history of interactions and preferences, thereby understanding the end-to-end customer journey and being able to meet them where they prefer to access your services.  Join this session to hear more about how financial institutions can be:

•  Aggregating all of the data you have collected from surveys, VOC, analytics, call center logs, etc.
•  Pulling together a cross-functional team to map the customer journey using this data
•  Identifying touch points that are pain points for the customer
•  Putting together an action plan or road map to address top issues