CXFS 2018

July 10-July 12, 2018

Westin Copley Place, Boston MA


Day Three: Planning for Your Customer’s Future Needs

08:00 AM - 09:00 AM Continental Breakfast In The Solutions Zone

09:00 AM - 09:10 AM Welcome Remarks

Elizabeth Robillard, Event Director, CXFS

Elizabeth Robillard

Event Director

09:10 AM - 09:20 AM Chairperson’s Opening Address

Chair to be named, Extractable

09:20 AM - 09:45 AM KEYNOTE: But, We Promise We’re Cutting Edge! Attracting Brilliant UX/CX Talent to the Financial Services Industry

Margot Dear, Senior Director, User Experience, Added Value Services, ADP, LLC.
Finance isn’t exactly a sexy industry. So when looking for the cream of the crop UX or CX talent, who might be partial to the unencumbered industry sector that is retail, financial services needs to try hard to attract these people with things like innovation labs and cx councils, that help newcomers to understand your commitment to customer experience and innovation. This session will discuss:

• Putting together an ideal candidate profile based on your customer experience goals and brand story
• How to appeal to top UX and CX talent who are used to working within a more open environment
• Competing against other financial services companies to get this talent once they’ve decided to move into to FS
• Coming up with innovation labs or other unique selling points to attract the brilliant talent

Margot Dear

Senior Director, User Experience, Added Value Services

09:45 AM - 10:15 AM CASE STUDY REMIX: Keep it Up! Maintaining Momentum for Your CX Projects

Fanette Singer, Senior Vice President of Marketing, Country Financial
Its one thing to do a few cx projects every couple of months, like mapping the customer journey or doing company wide cx training. It’s quite another thing to put a long lasting cx strategy in place that completes projects often and has a continued focus on revisiting projects that have already been done to see if they are still effective. Keeping up your momentum is the key to success when it comes to making cx the center of your company, rather than just a buzzword. Join this session to hear more about:

• Once you’ve put CX strategies into place, or completed a CX project, how do you enforce it’s continued effectiveness?
• How do you avoid becoming simply a company cheerleader?
• Does this involve starting with c-suite approval, or can a grassroots CX organization keep momentum going?

Fanette Singer

Senior Vice President of Marketing
Country Financial

10:15 AM - 10:35 AM ‘LIVE WITH…’ Setting Yourself Up for Success- Creating A Culture of Innovation

Joy Slabaugh-Hamilton, Head of Advisor Services, Vanguard Group
Given the rather traditional nature of your average financial institution, the concept of creating a cx centric culture, rather than an operations focused culture can be daunting on its own Add to that a focus on how to be constantly innovating and looking for new opportunities to surprise your customer

• Learn to decipher what is innovative and what is simply shiny and new
• Understand what innovative strategies need to be shared with your customers
• Create a culture of innovation that strives to constantly surprise the customer
• Understand what content your customers need on their person at all times

Joy Slabaugh-Hamilton

Head of Advisor Services
Vanguard Group

10:35 AM - 11:10 AM Morning Refreshment & Networking Break In The Solutions Zone

11:10 AM - 11:35 AM Case Study: Using VoC driving real change: A partnership between Customer Experience and Risk Management

Shelli Ulrich, Global Customer Experience Leader,
• Capturing VoC is the 1st step but it is always a challenge to drive real, large-scale customer experience improvement while maintaining or even improving risk in the ever increasing Risk and Compliance focused world we live in within Financial Services
• This case will highlight an example at Wells Fargo CDF where they used VoC feedback as a catalyst to drive change in close partnership with 3 different groups in the Risk Management function
• Ultimately, the result created a differentiated service level for good performing customers, flat or improved portfolio performance and efficiency within the Risk function … for over 6,000 customers with 400 team members involved

Shelli Ulrich

Global Customer Experience Leader

11:35 AM - 12:00 PM OPEN FORUM: Show Me The Money: Equating Customer Experience Metrics with Business Goals

Metrics and data driven experiences are a given, but we also have to make sure that we are able to pay our shareholders and manage their expectations given the investments we might be making in customer experience. Join this interactive Q&A format with your peers to hear more about how to be keeping cx a priority while also making money!

• Having a full grasp on the CX metrics you are currently measuring
• Link your metrics to their value in your own role
• Understanding the business goals of the c-suite and what they expect to see from your CX investments
• Evaluate methodologies as to how you can tie your metrics and their worth to the bottom line

12:00 PM - 12:30 PM CXFS WRAP UP ROUNDTABLES: What Will You Take Back to the Office With You

Join us at this final session for a wrap up of the event. Elizabeth Robillard will the leading this session designed to help you distill all of the things you've learned into actionable takeaways you can implement the moment you get back to the office.

12:30 PM - 1:30 PM Lunch

2:00 PM - 11:59 PM End of CXFS 2017… thanks for joining us!

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