Next Gen CX for Financial Services

July 17-July 19, 2017

Renaissance Boston Waterfront Hotel, Boston, MA


11:35 AM CASE STUDY: Evolving Customer Experience at Scale: Communicating Innovation Strategies in Complex Financial Organizations

For large financial organizations that provide multiple products and experiences, creating a single unified member experience is difficult. The customer knows the brand as one single entity, but many different departments are required to deliver that experience. This talk will discuss methods, techniques, and communication vehicles that serve to engage multiple product and individual experience owners towards a cohesive vision for customer experience. We’ll show how we utilized technology and design artifacts to generate consensus and direction for a large, matrixed financial organization
Frank Kelley
Jon Podolsky
Vice President Experience Strategy and Service Design
Frank Kelley
Mike Kirkpatrick
SVP, Client Experience & Strategy
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