Next Gen CX for Financial Services

July 17-July 19, 2017

Renaissance Boston Waterfront Hotel, Boston, MA


John Stillman

Social Media Operations Manager
John Stillman is part of BECU’s Experience Design Team, comprised of Design professionals and Insights Analysts focused on listening to member feedback and advocating changes that enhance member experiences. John (a.k.a. #JohnBECU) is responsible for monitoring and responding to all incoming comments and questions on BECU’s social community, and over the past few years, has become the face and ‘voice’ of social response for BECU members and across the largest Credit Union in Washington State. As the “Social Media Guy”, John partners daily with business units in the organization to ensure that accurate information is shared to the community and reports back to business units so the Credit Union is aware of key trends. John originally hails from the Golden State of California, where he earned his Bachelor of Arts degree in Fine Art and currently lives in Spokane Washington.

Day One: Achieving a Holistic View of Your Customer

4:20 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

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