Next Gen CX for Financial Services

July 17-July 19, 2017

Renaissance Boston Waterfront Hotel, Boston, MA


Jon Podolsky

Vice President Experience Strategy and Service Design
Jonathan Podolsky leads the successful experience strategy department for the nationally recognized consultancy, Mad*Pow. Jonathan has in-depth understanding of human centric methodologies to improve complex customer, patient and user experiences. As a thought leader in service design, Jonathan advocates for both end-customers and the systems, operations and staff needed to develop achievable strategies. Jonathan coined the phrase “innovation achievable” as a credence to practical, implementable strategic direction that looks good on paper and can be achieved in reality.

Day One: Achieving a Holistic View of Your Customer

11:35 AM CASE STUDY: Evolving Customer Experience at Scale: Communicating Innovation Strategies in Complex Financial Organizations

For large financial organizations that provide multiple products and experiences, creating a single unified member experience is difficult. The customer knows the brand as one single entity, but many different departments are required to deliver that experience. This talk will discuss methods, techniques, and communication vehicles that serve to engage multiple product and individual experience owners towards a cohesive vision for customer experience. We’ll show how we utilized technology and design artifacts to generate consensus and direction for a large, matrixed financial organization
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