Next Gen CX for Financial Services

July 17-July 19, 2017

Renaissance Boston Waterfront Hotel, Boston, MA


Amy Mendenhall

Customer Experience Strategy Vice President
UMB Bank

Day Two: Establishing A Governance Around CX

14:50 PM PANEL REMIX: Frontline Training: Getting Buy-in from the Face of Your Customer Experience Efforts

• Enable your employees in frontline with tools to be focused on CX
• Identify leaders in CX across the organization (call center, in-store, complaints department) and reward them for their efforts
• Providing mentorship and coaching for employees to continually ensure their commitment to your CX efforts