Next Gen CX for Financial Services

July 17 - 19, 2017

Renaissance Boston Waterfront Hotel, Boston, MA

1.888.482.6012

 Natalie Higgins
Natalie Higgins Senior Consumer Finance and Customer Experience Vice President Citizens Bank


Day Two: Establishing A Governance Around CX

9:25 AM Panel REMIX Organize It: Fully Operationalizing CX Within Your Institution

While it may be easy to get some level of c-suite advocacy, convincing your whole company to get onboard for your CX mission might be a bit more involved. While CX should be something that is every department’s responsibility, if there is no central body that oversees communications between the different silo-ed departments that work on cx (like an enterprise wide CX team, or a CX council or advisory board), it will be hard to achieve a holistic view of the customer and streamline brand experience and your mission might not be as effective. Join this session to hear about how to be operationalizing this concept within your institution. Panelists will discuss:

• How to demonstrate the connection between cx and business outcomes
• Methods for encouraging true behavior change vs. just paying lip service to the idea of cx
• Deciding where CX should sit within your organization (centralized or de-centralized) and what level of control you should have over design, marketing and customer service
• Foster continued support by showing a clear connection between CX improvements and business results