CXFS 2024
July 15 - 16, 2024
The Westin Copley Place, Boston, MA
Day 3
July 31, 2019
Back To The Future
8:20 am - 9:00 am
Continental Breakfast
9:00 am - 9:05 am
Welcome Remarks & Final Icebreaker
Charleen Ring -
Program Director,
CXFS
9:05 am - 9:10 am
Chairperson’s Opening Remarks
Michel Van Woudenberg -
Vice President, CX Banking Product Development,
Oracle
Michel Van Woudenberg
Vice President, CX Banking Product DevelopmentOracle
9:10 am - 9:40 am
Keynote: The Art And Science Of Collecting, Navigating And Understanding Staff And Member Feedback
Donald Peaks -
Chief Experience Office,
First Commerce Credit Union
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
9:40 am - 10:00 am
Keynote: The State of Digital Banking, According to Customers Themselves
Eric Head -
Vice President,
Verint ForeSee
Banking customers reward seamless and personalized experiences. That’s just one finding in the Digital Experience Index (DXI) for Q1 2019. Attend this presentation to learn more, including how consumers rank 25 top banking sites on CSAT and NPS® and how branchless banks like Discover and Ally compete against Chase and Bank of America.
10:00 am - 10:40 am
Panel: Enhancing Your VOC Program To Ensure Your Customer Are Being Heard
Sonal Bullard -
SVP, Director of Client & Advisor Experience,
SunTrust Private Wealth Management
Andrea Plant -
VP of Process Improvement,
First Citizens Bank
Derek Wang -
Co-Founder & CEO,
Stratifyd
Natalie Higgins -
Senior Vice President of Consumer Finance Customer Experience,
Citizens Bank
Omari Jahi Aarons -
Director, CX Employee Enablement Strategy,
Liberty Mutual Insurance
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 Bullard
SVP, Director of Client & Advisor ExperienceSunTrust Private Wealth Management
Andrea Plant
VP of Process ImprovementFirst Citizens Bank
10:40 am - 10:55 am
Panel Remix
After the previous panel, the audience will get a chance to break out into groups to discuss one question
10:55 am - 11:25 am
Morning Refreshment & Networking Break
11:25 am - 11:45 am
Keynote: 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, and 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 Woudenberg
Vice President, CX Banking Product DevelopmentOracle
11:45 am - 12:15 pm
The Year 1 Diary of a New Chief Client Experience Officer
Ann Ryan -
Chief Client Experience Officer,
Old National
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.
