Next Gen CX for Financial Services

July 17-July 19, 2017

Renaissance Boston Waterfront Hotel, Boston, MA

1.888.482.6012

Mike Rehorst

Director Client Experience Strategy & Design,
Northwestern Mutual
Mike has extensive experience launching and incubating strategic capabilities. After playing a key role in establishing Northwestern Mutual's cx strategy, his current challenge is to introduce design thinking to his organization. Prior to this role, he led the lean/agile transformation of Northwestern Mutual's software development practice.


Day Two: Establishing A Governance Around CX

11:55 AM Case Study REMIX: The Many Faces of An 'Intrapraneur'

To build an effective and all-encompassing cx strategy, it must be adopted by all business lines and functions within your organization. But creating this kind of change across a large institution is both daunting and a long process. This change must come from the heads of departments, early adopters and leaders within your organization. Join this session to hear how:

• Creating cultural buy-in requires an internal branding strategy and clear corporate communication tailored to the functions within your organization.
• Creating opportunities for all employees to come together to talk about cx and why its important

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