Next Gen CX for Financial Services

July 17-July 19, 2017

Renaissance Boston Waterfront Hotel, Boston, MA


Peter Khanahmadi

Sr. Fellow for Service Design
As Senior Fellow for Service Design, Peter directs a team of six employees to work on projects related to evolving CFPB services to help financially harmed consumers within the Office of Consumer Response by creating intuitive cross channel experiences. Thus far, he has lead projects related to improving user experiences for consumers, companies, and federal agencies interacting with the CFPB to enhance the mission of creating a fair financial marketplace. Prior to joining the CFPB Peter led the Service Design capability at Booz Allen Hamilton helping clients from health, finance, and defense transform their organization to become user centric. When he’s not immersed in work, Peter likes to play golf, cook, and edit videos in hopes one day he’ll strike it rich as a film maker.

Day Two: Establishing A Governance Around CX

10:20 AM REGULATOR GUEST SPEAKER From Discovery to Prototyping: Best Practices for Instituting Design Thinking

The methodology of design thinking allows companies to put cx at the heart of their company by using what they know about their customers to design products that make the most sense for them. This method begins customer feedback, involves rounds of customer testing and ultimately is made to customer preference. Join this session with two regulators from the CFPB, who will not only be updating us on their consumer complaints platform, but will be telling us how they redesigned it using customer data. • How do you get started? Who are the right people to get involved with design thinking? • What are the steps to take in the process of design thinking? • How do you keep the momentum of design thinking going considering the cross-departmental coordination it involves?
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