CXFS 2021


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 at CXFS

Charleen Ring

Program Director

9:05 am - 9:10 am Chairperson’s Opening Remarks

Michel Van Woudenberg

Vice President, CX Banking Product Development

9:10 am - 9:40 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 Peaks, Chief Experience Office at First Commerce Credit Union

Donald Peaks

Chief Experience Office
First Commerce Credit Union

9:40 am - 10:00 am Keynote: The State of Digital Banking, According to Customers Themselves

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.
Eric Head, Vice President at Verint ForeSee

Eric Head

Vice President
Verint ForeSee

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 Experience at SunTrust Private Wealth Management

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 at Stratifyd

Derek Wang

Co-Founder & CEO

Natalie Higgins, Senior Vice President of Consumer Finance Customer Experience at Citizens Bank

Natalie Higgins

Senior Vice President of Consumer Finance Customer Experience
Citizens Bank

Omari Jahi Aarons, Director, CX Employee Enablement Strategy at Liberty Mutual Insurance

Omari Jahi Aarons

Director, CX Employee Enablement Strategy
Liberty Mutual Insurance

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

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 Development

11:45 am - 12:15 pm 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 Ryan, Chief Client Experience Officer at Old National

Ann Ryan

Chief Client Experience Officer
Old National

12:15 pm - 12:15 pm End of CXFS 2019 and Grab & Go Lunch for All Attendees