CXFS 2020

November 09 - 10, 2020

Renaissance Boston Waterfront Hotel, Boston MA

Erling Amundson, Member Experience Designer at Langley Federal Credit Union

Erling Amundson

Member Experience Designer
Langley Federal Credit Union

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

Download The Latest Agenda

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

Tuesday, July 21st, 2020

2:25 PM Think Tank: Credit Union Meet-Up

During our industry-specific Think Tanks, attendees will have the opportunity to collaborate with their peers in small, closed-door setting, where they can freely discuss their biggest challenges, questions and concerns. 

Day Two July 22, 2020 Channel of Choice – The Future of Customer Touchpoints

Wednesday, July 22nd, 2020

2:40 PM Panel: Marketing and CX: Best Practices for Working Together

Often, the initiatives that build ‘brand equity’ and engage your customers are things that are a direct
correlated to the initiatives of your CX team- for example, when customers share positive experiences
they’ve had with your brand or start to engage with a customer community or loyalty program that
you’ve built or read and respond to a funny tweet from your brand. But usually, customer loyalty and
engagement are thought of as marketing responsibilities. If your CX team isn’t a function of your marketing team (under marketing leadership), how can you ensure that these two customer facing teams are working best together to build and sustain brand equity without stepping on each other’s toes?

• What can marketing learn from CX and vice versa?
• What is the terminology each uses in regards to the customer?
• Understanding the difference between customer life cycle and customer journey
• If marketing does own CX, how do you ensure that your CX team has it’s own validity outside of the
customer life cycle and over the entire customer journey

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