Next Gen CX for Financial Services

July 17-July 19, 2017

Renaissance Boston Waterfront Hotel, Boston, MA


Jimmy Chou

SingleStone Consulting
Jimmy Chou is a Principal at SingleStone, a customer experience consulting firm specializing in solutions spanning strategy, culture, process and technology for Fortune 1000 financial services and insurance clients. Grounded in real-world implementation experience, he oversees the firm’s consulting and technology teams, helping clients create better ways to collaborate, improve customer experience, and drive tangible business results. Jimmy has 20 years of experience advising clients in the financial services and insurance industry. He and the SingleStone team collaborate with clients to design pragmatic customer experience strategies.  Under his leadership, the teams implement solutions that deliver frictionless customer and associate experiences focused on connecting improvements to top and bottom line performance. Before his 11 years with SingleStone, Jimmy worked at BearingPoint and Cigna Corporation. He holds a B.S. in Business from Wake Forest University, is a Chartered Financial Analyst (CFA) and a certified Lean Six Sigma Green Belt.

Day One: Achieving a Holistic View of Your Customer

16:20 PM Moderator Led Champagne Roundtable Discussions:

1. Crossing the Chasm: Transforming Customer Research into Actionable Insights and ROI
Jimmy Chou, Principal, SingleStone

2. Lithium Technology Roundtable
Vaughan Sparkes, Lithium

3. Learn How Financial Services Firms Are Using Customer Journey Mapping Engagements in Various Ways to Understand Their Customers Better and Drive Insights
Ted Chen, President,  Maru/edr

4.How Can Text Messaging Enhance Customer Experience
Ashish Garg, CEO, Eltropy

5. Pitney Bowes Roundtable
James Burnick  Managing Director, Financial Services Solutions, Pitney Bowes

6. Using The Power Of Storytelling To Create     
Emotionally Engaging Experiences
Penny Steckly, Program Director - Voice of the Customer, Canadian Division, Manulife

7. R&D: Measuring and Benchmarking Against Your Competition
Karl Sharicz, Customer Experience Analyst, Eastern Bank

8. Branch of the Future: Understanding the Evolving Role of Your Brick and Mortar Outposts
Lea Ammerman, MBA, Executive Vice President of Member Services , Michigan State University Federal Credit Union

9. Listening and Responding to Your Customers on Social Media
John Stillman, Senior Member Insights Analyst, BECU