July 29 - 31, 2019
Westin Copley Place, Boston MA
July 31, 2019
Back To The Future
8:20 am - 9:00 am Continental Breakfast
9:05 am - 9:15 am Chairperson’s Opening Remarks
9:15 am - 9:45 am Keynote: The Art And Science Of Collecting, Navigating And Understanding Staff And Member Feedback
Beginning in late 2017, First Commerce Credit Union began its implementation of technology to enhance the member experience in a sustainable manner. As with any change, there was much feedback to be gained, many lessons to learned. This presentation was developed through member interaction, feedback, in person feedback and surveys.
Major topics include:
• Understanding points of member feedback
• Understanding and Determining the Importance of Which Members are Giving Feedback
• Understanding the importance of multiple touch points and points of reference
• Understanding the difference between what members say versus what they do
• Matching organizational tactics to organizational strategy
Donald PeaksChief Experience Office
First Commerce Credit Union
9:45 am - 10:05 am Keynote: Marrying Technology And Intelligence With The Consumer Experience
We’re living in a digital world, and now more than ever, it’s crucial to tap into technology and intel to drive the best possible consumer experience.
• Using personalization to better understand who your customer is and what they want
• Leveraging your data to drive predictive analytics
• The impact of machine learning and AI on your ROI
10:05 am - 10:35 am The Year 1 Diary of a New Chief Client Experience Officer
A month-by-month look at building a client experience program from the ground up. Successes, challenges, lessons learned and where we are going in Year 2 and beyond.
Ann RyanChief Client Experience Officer
10:35 am - 11:05 am Morning Refreshment & Networking Break
11:05 am - 11:35 am Panel: CXD - Sharing The Story of Conceiving, Building, Maturing, and Evolving Our Enterprise Design Team at Fannie Mae
The Federal National Mortgage Association (FNMA), commonly known as Fannie Mae, is a United States government-sponsored enterprise (GSE), a Fortune 20 company with a multi-trillion dollar book of business, and we are moving forward with a passionate focus on our customers and partners to build a stronger, safer, more efficient housing finance system. In 2016 Cindy McKissock (VP, CXD) began the efforts to create an in-house core Design capability to drive customer centricity, uncover unmet customer needs, and to bring experience to form an equal balance with technology and business at Fannie Mae. Join the CXD leadership team to hear stories and ask questions from a wide variety of topics including:
• Securing initial buy-in to start an Experience Design capability
• Communicating the value of Experience Design
• Establishing research and insight
• Amassing and managing talent
• Evolving organizational structures
• Concerning culture and learning
• Maturing operational models - governance vs. genesis
• Shared space, distributed, and mixed distributed work settings
• Work environment and Design
• Balancing corporate risk aversion and innovation
...and more triumphs, pitfalls, and opportunity for unique questions from the audience.
11:35 am - 11:55 am The Experience Economy and its implications for Financial Services
The Experience Economy and its implications for Financial Services
Michel Van Woudenberg, Vice President, CX Banking Product Development, Oracle
As customer experience professionals in financial services, we know how valuable time is to our prospects and customers. Making the most of their time should be our highest priority! In this keynote we will explore CX through the lens of time – and in particular how winning the battle against time is the most critical thing you can do to improve your CX investments. We must accept that the customer is the driver of innovation, not your organization. The customer journey touches every domain (sales, service, marketing ) and is completely non-linear. Data, experience and intelligence must be connected across all functions – marketing, sales and service – in order to succeed. Come listen to examples from around the world on how your peers tackled this challenge.
Michel Van WoudenbergVice President, CX Banking Product Development
11:55 am - 12:30 pm Panel: Enhancing Your VOC Program To Ensure Your Customer Are Being Heard
The changes you make to your customers experience are only as good as the insights you receive from
them. And you only receive good insights if you are truly listening to everything their saying. This can often involve a whole team of VoC masters who know what listening posts to be pulling insights from and how valid the insights are that they pull from those posts.
• What should you be listening to, when should you be listening to it and how are you collecting what you hear?
• What are other ways to capture customer feedback outside of surveys?
• How are you leveraging existing resources and sources of feedback before further investment?
• Is it possible to streamline the constant influx of feedback so that it can be digested and acted upon?
• Can you easily communicate progress on the most frequent pain points to your whole customer base?
Sonal BullardSVP, Director of Client & Advisor Experience
SunTrust Private Wealth Management
Andrea PlantVP of Process Improvement
First Citizens Bank
Derek WangCo-Founder & CEO