Next Gen CX for Financial Services

July 17-July 19, 2017

Renaissance Boston Waterfront Hotel, Boston, MA

1.888.482.6012

Mike Kirkpatrick

SVP, Client Experience & Strategy
Mad*Pow
Michael is part of the leadership team at the Mad*Pow, a Boston-based design agency and is responsible for building and steering key relationships. Mike lends his experience to ensure strong, transformational solutions for clients. In his 2 years at Mad*Pow, he has contributed strategic direction and leadership to a variety of experience design initiatives across the account base. Michael heads up Mad*Pow’s burgeoning Financial Wellness practice, designed to make an impact on the lives of the financially underserved and driving for financial inclusion. Michael is a former designer & developer leading the conception and delivery of everything from microsites to enterprise-critical software. Early in his career, Michael built out the web presence for Hasbro, Inc. and drove their achievement as a top 50 web property. Since then, and over the past 20 years Michael has held leadership positions in the agency, management consulting and financial services industries. Michael has worked with a variety of clients, including: Prudential (Insurance, Annuities and Retirement service lines), State Street Global Advisors, Blue Cross/Blue Shield (Massachusetts, Michigan, New Jersey, Rhode Island, Northeast PA, FEP), Emerson Hospital, Tufts Medical Center, Genzyme/Sanofi, and USAA.


Day One: Achieving a Holistic View of Your Customer

11:35 AM CASE STUDY: Evolving Customer Experience at Scale: Communicating Innovation Strategies in Complex Financial Organizations

For large financial organizations that provide multiple products and experiences, creating a single unified member experience is difficult. The customer knows the brand as one single entity, but many different departments are required to deliver that experience. This talk will discuss methods, techniques, and communication vehicles that serve to engage multiple product and individual experience owners towards a cohesive vision for customer experience. We’ll show how we utilized technology and design artifacts to generate consensus and direction for a large, matrixed financial organization
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