Next Gen CX for Financial Services

July 17 - 19, 2017

Renaissance Boston Waterfront Hotel, Boston, MA

1.888.482.6012

 Karl Sharicz
Karl Sharicz Customer Experience Analyst Eastern Bank


Day One: Achieving a Holistic View of Your Customer

4:20 PM Moderator Led Champagne Roundtable Discussions:

1. The Power of CX Councils, Advocate Teams and Working Groups

2. Lean, Agile, Flexible: How Your Legacy Brand Can Apply Startup Principles

3. Using The Power Of Storytelling To Create Emotionally Engaging Experiences
Penny Steckly, Program Director - Voice of the Customer, Canadian Division,
Manulife

4. Taking Risks in a Risk-Averse World: Balancing Innovation with Compliance

5. R&D: Measuring and Benchmarking Against Your Competition
Karl Sharicz, Customer Experience Analyst, Eastern Bank

6. Using UX to Inform CX

7. Branch of the Future: Understanding the Evolving Role of Your Brick and
Mortar Outposts
Lea Ammerman, MBA, Executive Vice President of Member Services, Michigan
State University Federal Credit Union

8. Centralized or Decentralized CX? What Works Best
Drew Brooks, VP of Digital Channel Strategy, First Tennessee Bank

If you are interested leading one of the available roundtables, please be in touch
with James Miguel at james.miguel@wbresearch.com