Next Gen CX for Financial Services

July 17-July 19, 2017

Renaissance Boston Waterfront Hotel, Boston, MA


Bill Schimikowski

Vice President, Customer Experience
Fidelity Investments
Bill Schimikowski is the Director of Customer Experience and Architecture at Fidelity Investments. He graduated from Bryant University with dual degrees in Marketing and a Finance. In 1998, he joined Fidelity’s Workplace Investing division and held multiple positions in Product Management and Development. He also spent 5+ years in the online space managing parts of and managing large cross-company strategic initiatives. In 2012, he joined the Customer Experience team so he could apply his passion for creating flawless experiences to various channels within Fidelity. In his current role, he focuses on developing CX infrastructure and culture to deliver on Fidelity’s vision of providing the best customer experience in the industry.

Day One: Achieving a Holistic View of Your Customer

10:00 AM Panel REMIX: But That’s MY Job! Navigating Corporate Politics to Streamline the Customer Experience

When you begin the process of instituting a customer first mindset into a company and cx starts to become a major factor in the day to day operations of your business, more often than not certain data owners or process owners get territorial of the information they have. What can you do to make sure people understand the importance of cross departmental transparency?

• Discuss ideas for integrating customer data from multiple sources
• How to get critical customer feedback to the appropriate teams within the organization
• How to get the rest of your company to act on customer feedback and make measurable changes to the customer experience