Next Gen CX for Financial Services

July 17-July 19, 2017

Renaissance Boston Waterfront Hotel, Boston, MA

1.888.482.6012

Shelli Ulrich

Global Customer Experience Leader
Shelli is the Global Customer Experience Leader for Wells Fargo Commercial Distribution Finance (CDF). In her role, Shelli, and her team, are responsible for driving a best-in-class and continually improving customer experience program for more than 33,000 dealers and 1,400 distributors and manufacturers globally in 2016. This includes collecting, analyzing and actioniong over 56,000 Voice of Customer (VoC) data-points and comments in 2016. In addition, Shelli oversees CDF’s customer communication strategy and messaging, CDFconnectPTMP (CDF’s customer commitment program that provides training, insights, experts and tools to add significant value beyond just financing), CDF’s digital experience strategic roadmap, strategic customer engagements and program management for customer facing cross-functional projects across CDF North America. Prior to joining Wells Fargo, Shelli spent 9 years with GE Capital holding numerous roles across Sales, Marketing, Risk Management, Credit and Project Management. Most recentl, Shelli was the Global Sales Director in Hong Kong where she launched and scaled a new cross-border lending and leasing business which connected multi-national companies with financing outside of their home region. Shelli is certified as a Project Management Professional (PMP)® by the Project Management Institute (PMI), holds a Bachelor’s Degree from SUNY (State University of New York) Brockport and an MBA in Finance from The Simon School of Business in Rochester, New York.


Day Three: Planning for Your Customer’s Future Needs

11:10 AM Case Study: Using VoC driving real change: A partnership between Customer Experience and Risk Management

•    Capturing VoC is the 1st step but it is always a challenge to drive real, large-scale customer experience improvement while maintaining or even improving risk in the ever increasing Risk and Compliance focused world we live in within Financial Services
•    This case will highlight an example at Wells Fargo CDF where they used VoC feedback as a catalyst to drive change in close partnership with 3 different groups in the Risk Management function
•    Ultimately, the result created a differentiated service level for good performing customers, flat or improved portfolio performance and efficiency within the Risk function … for over 6,000 customers with 400 team members involved