Next Gen CX for Financial Services

July 17-July 19, 2017

Renaissance Boston Waterfront Hotel, Boston, MA

1.888.482.6012

Penny Steckly

Program Director - Voice of the Customer, Canadian Division
Manulife


Day One: Achieving a Holistic View of Your Customer

4:20 PM Moderator Led Champagne Roundtable Discussions:

1. Crossing the Chasm: Transforming Customer Research into Actionable Insights and ROI
Jimmy Chou, Principal, SingleStone

2. Lithium Technology Roundtable
Vaughan Sparkes, Lithium

3. Learn How Financial Services Firms Are Using Customer Journey Mapping Engagements in Various Ways to Understand Their Customers Better and Drive Insights
Ted Chen, President,  Maru/edr

4.How Can Text Messaging Enhance Customer Experience
Ashish Garg, CEO, Eltropy

5. Pitney Bowes Roundtable
James Burnick  Managing Director, Financial Services Solutions, Pitney Bowes

6. Using The Power Of Storytelling To Create     
Emotionally Engaging Experiences
Penny Steckly, Program Director - Voice of the Customer, Canadian Division, Manulife

7. R&D: Measuring and Benchmarking Against Your Competition
Karl Sharicz, Customer Experience Analyst, Eastern Bank

8. Branch of the Future: Understanding the Evolving Role of Your Brick and Mortar Outposts
Lea Ammerman, MBA, Executive Vice President of Member Services , Michigan State University Federal Credit Union

9. Listening and Responding to Your Customers on Social Media
John Stillman, Senior Member Insights Analyst, BECU

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