Next Gen CX for Financial Services

July 17-July 19, 2017

Renaissance Boston Waterfront Hotel, Boston, MA


Joseph Whitchurch

Head of Customer Experience and Innovation
Capital One
Joe Whitchurch is currently head of Customer Experience and Innovation for Capital One Small Business, leading a team creating best-in-class tools, technology and servicing experiences to help small businesses succeed. Joe has held a variety of customer and innovation roles in his 11 years at Capital One, from product and technology developments which have received multiple industry awards and patents, to designing the conversion experience for tens of millions of customers with the HSBC credit portfolio acquisition, to developing and launching the company’s first home-grown Big Data product. Additionally, Joe has always had a passion for helping entrepreneurs, serving as a mentor with the Harvard iLabs program and advising several start-ups, most recently Toopher, a data security and authentication firm recently acquired by Prior to Capital One Joe was a consultant with Simon-Kutcher GmBH in Germany and the UK, specializing in strategy and product development. Joe holds an AB in Psychology from Harvard University and an MBA from the Wharton School at the University of Pennsylvania. He resides in Richmond with his wife, very young son, and very old dogs.

Day Two: Establishing A Governance Around CX

9:00 AM KEYNOTE: Finding Great Experiences at the Intersection of Machine Learning and Empathy

Once you’ve pinpointed the friction in your customer’s experience, your goal becomes creating a strategy to keep that friction from stalling other experiences in the future. This session will look at how big data can help you predict your future customer’s experiences and move your CX strategy from reactive to predictive:

• Looking at trends in your data to pinpoint where customers tend to need you most
• Create strategies around how to reduce customer effort in those areas
• Design new experiences with this data in mind to further alleviate pain points
• Don’t fall into the old trap of customer experience and try to anticipate what is coming from the customer
• What tools or programs can you be using to help pull data, analyze it and put strategies into action?
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