CXFS 2018

July 10-July 12, 2018

Westin Copley Place, Boston MA


Jim Reitz

SVP, Customer Engagement
OpinionLab, a Verint Company

Jim leads the Financial Services practice at OpinionLab and has helped establish continuous customer listening programs with clients including Bank of America, Citi, Capital One, Chase, TD Ameritrade, USAA, and Vanguard.

For nearly a decade, he has been a passionate advocate in advancing OpinionLab’s unique approach to gathering customer-initiated feedback together with the rich context and advanced analytics to create customer centric cultures and empower smarter and faster business decisions.

In his spare time, you can find him enjoying family trips down the Jersey shore with the top down or singing with the NJ Choral Society.

9:40 AM Panel- Organize It: Fully Operationalizing CX Within Your Institution

While it may be easy to get some level of c-suite advocacy, convincing your whole company to get onboard for your CX mission might be a bit more involved. While CX should be something that is every department’s responsibility, if there is no central body that oversees communications between the different silo-ed departments that work on cx (like an enterprise wide CX team, or a CX council or advisory board), it will be hard to achieve a holistic view of the customer and streamline brand experience and your mission might not be as effective. Join this session to hear about how to be operationalizing this concept within your institution. Panelists will discuss:

• How to demonstrate the connection between cx and business outcomes
• Methods for encouraging true behavior change vs. just paying lip service to the idea of cx
• Deciding where CX should sit within your organization (centralized or de-centralized) and what level of control you should have over design, marketing and customer service
• Foster continued support by showing a clear connection between CX improvements and business results
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