CXFS 2018

July 10-July 12, 2018

Westin Copley Place, Boston MA


Joy Slabaugh-Hamilton

Head of Advisor Services
Vanguard Group
Joy Slabaugh-Hamilton has held several roles at Vanguard, including one leading the first pilot for Personal Advisor Services, Vanguard’s hybrid robo-advice service that was recently awarded Fund Innovation of the Year by the Mutual Fund Industry Awards. In her current role as Head of Advisor Services within Vanguard Financial Advisor Services™ division, Ms. Slabaugh-Hamilton is developing services and resources that support financial advisors in serving their clients and draws on her 10+ years of experience as a financial advisor and managing partner in an independent financial planning firm. In this role, she is responsible for building an innovation capability that uses human centered design to meet the needs of intermediary firms, advisors, and their investors. Ms. Slabaugh-Hamilton earned a B.S. in Business from Thomas Edison State College, a M.S. in Taxation from Villanova University, and holds the Certified Financial Planner® designation. She also holds the FINRA Series 7, 24, and 66 licenses.

10:15 AM ‘LIVE WITH…’ Setting Yourself Up for Success- Creating A Culture of Innovation

Given the rather traditional nature of your average financial institution, the concept of creating a cx centric culture, rather than an operations focused culture can be daunting on its own Add to that a focus on how to be constantly innovating and looking for new opportunities to surprise your customer

• Learn to decipher what is innovative and what is simply shiny and new
• Understand what innovative strategies need to be shared with your customers
• Create a culture of innovation that strives to constantly surprise the customer
• Understand what content your customers need on their person at all times
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