CXFS 2020

November 09 - 10, 2020

Renaissance Boston Waterfront Hotel, Boston MA

Doug Roerden, Head of Experience Design at FM Global

Doug Roerden


Head of Experience Design
FM Global

Check out the incredible speaker line-up to see who will be joining Doug.

Download The Latest Agenda

Day One July 21, 2020 Setting Up for Success: Driving A CX Transformation Throughout Your Organization

Tuesday, July 21st, 2020


2:45 PM Keynote: Finding The Customer Voice During Times of Disruptive Change

When disruptive operational change is unavoidable, financial institutions must collaborate with customers to successfully adapt and implement processes and messaging that will continue to improve their quality and delivery of service. Through the combination of Servant Leadership, Design Thinking, and User Research, learn how organizations can harness the customer voice and the imperative of supporting transparency between customers and businesses, to navigate changes with customers, not around them. Key takeaways include: 
•Prioritizing customers at the top of a Servant Leadership stack
•Employing Design Thinking to collaboratively unravel disruptive ambiguity
•Using User Research to spotlight and avoid typical biases

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