Next Gen CX for Financial Services

July 17-July 19, 2017

Renaissance Boston Waterfront Hotel, Boston, MA


Karen Behboudi

VP, Digital Marketing
CI Investments
Karen Behboudi is the Vice-President of Digital Marketing at CI Investments Inc. Her 17 years in financial services has provided her with a deep understanding of the lifetime relationships between financial professionals, their clients and their investment companies of choice. Most of Karen’s professional career has been spent leading customer support teams in retail investments, distribution and discretionary management channels. Karen’s passion towards fostering a deeper connection to champion the voice of customer and constant vigilance of those insights to deliver enhanced customer experiences is shaping the culture of her new digital marketing team. Karen earned a Bachelor of Arts degree and certificate in Digital Strategy & Communications Management from U of T and remains an active member of the Customer Experience Professional Association (CXPA)

Day Two: Establishing A Governance Around CX

12:15 PM PANEL: Spare Me The Siloes: Breaking the Boundaries That Stunt Your Strategy

A siloed company is an unhappy company. Unfortunately that is where most companies within and outside the financial services industry find themselves. Your customer doesn’t think in siloes, so setting up each channel to work separately from one another can often lead to a disjointed experience. Join this session to hear more about how companies can:

• Pinpoint the internal departments you need to collaborate within in order to have an end to end picture of your customer
• Build relationships with these business partners and department heads in order to understand their priorities and help them understand yours
• Instill the importance of customer experience across the organization with trainings and CX advocates
• Create common objectives and organizational goals
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