Next Gen CX for Financial Services

July 17-July 19, 2017

Renaissance Boston Waterfront Hotel, Boston, MA


Michelle Buretta

Market Research and Segmentation Manager
Genworth Financial
Michelle Buretta leads the Housing Finance Agencies (HFA) segment for Genworth Mortgage Insurance. Since 2012, Michelle has held various positions in Servicing, Operations, and most currently as the Market Research and Segmentation Manager on the Customer Experience Team. Prior to Genworth, Michelle worked at North Carolina State University as an Academic Advisor, Instructor, and Researcher. Michelle has an extensive background in Customer Experience, particularly in the developing effective customer research programs. As both a Certified Customer Experience Professional (CCXP) and Net Promoter Score II (NPS) Certified Professional, she has refined her ability gather customer feedback, identify needs, create effective solutions, and measure impact. She has presented her original research at conferences and roundtables within the mortgage and financial services industries. Specifically, comprehensively studying the Millennial First-Time Homebuyer populations as well as generational differences in web user experiences technology adoption. She has spent the last five years under the mentorship of experienced Genworth alumni, exposing her to the mortgage industry and Housing Finance Agencies, and she is excited to now be working with the same HFA leaders that enabled her parents to purchase their first home through the assistance of a HFA. Her formal education includes a Master of Sociology and a Master of Education, both from North Carolina State University, and a Bachelor of Science from the University of Wisconsin-Stevens Point and is a decorated United States Army Veteran. In her free time, Michelle teaches early-morning Group Fitness classes and enjoys the outdoors with her husband, Kevin, and her two pugs, Oscar and Pugsly. She resides in Raleigh, North Carolina.

Day One: Achieving a Holistic View of Your Customer

2:50 PM WORKSHOP C: Making Your Move: How To Put Together A Grassroots CX Strategy Using Customer Data

Once you’ve looked through it and understand where friction exists in the experience you provide, how can you use your limited resources to pull together a CX strategy or initiative? Join this workshop to learn more about: • Using your limited resources to effect change within your organization • Moving past the what-if’s that stand in your way • Understanding that change is a process not an event
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