Next Gen CX for Financial Services

July 17-July 19, 2017

Renaissance Boston Waterfront Hotel, Boston, MA


Heather Mills

Digital Touchpoints Sr. Analyst
American Family Insurance
With over 15 years of digital marketing experience, Heather has worked for Fortune 500 companies to small non-profit organizations. With expertise in web analytics, she excels at using analytic data to create strategic objectives and follow up with testing and measuring the outcomes of those objectives. Heather believes in breaking down silos by bridging the gap between what marketing needs and what IT needs, while always keeping the customer front and center. Like in construction: measure twice, cut once.

Day Two: Establishing A Governance Around CX

2:15 PM CASE STUDY: Eluding Analysis Paralysis: How to Pull the Trigger on a CX Initiative

The amount of data that comes from your customer can be daunting. In fact, the process of mining through it all and plotting and mapping it can make you freeze in your tracks. Join this session to hear how to: • Overcome the overwhelming nature of data mapping and plotting to figure out what needs to be fixed • Put together a strategy based on those metrics • Follow through with this strategy and continually check in to see how it is going
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