Next Gen CX for Financial Services

July 17-July 19, 2017

Renaissance Boston Waterfront Hotel, Boston, MA


Kishore Siva

SVP & Customer Experience Strategy Lead
Wells Fargo
Kishore Siva is Senior Vice President & Customer Experience Strategy Lead at Wells Fargo & Co Inc. In this enterprise wide role, his team aims to drive greater consistency across the organization. Kishore and his team established a CE Leaders Community which has defined enterprise wide standards and guidelines, built stronger linkage between Customer Experience and Brand, and driven usage of CE tools and disciplines throughout the organization. Kishore joined Wells Fargo in 2014, after spending 18 years with HSBC in both New York and London, including leadership roles in Retail and Commercial Banking. During that time, Kishore established enterprise wide Customer Experience and Complaint programs at a national and global level . Kishore has been active in the community throughout his career including currently serving on the Board of Junior Achievement of New York, as well as previously serving on the Advisory Board of Virtual Enterprises International. Born in Sri Lanka, Kishore grew up in Connecticut, and earned his undergraduate and MBA degrees from George Washington University in Washington DC. Kishore lives in New York with his wife and 2 sons.

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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