CXFS 2020

November 09 - 10, 2020

Renaissance Boston Waterfront Hotel, Boston MA

Katherine Lucas, Head of Client Experience at State Street

Katherine Lucas


Head of Client Experience
State Street

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

Download The Latest Agenda

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

Tuesday, July 21st, 2020


10:15 AM Panel: CX, 3 Little Pigs, and Your Organization – Going About Your Transformation and Analyzing Ourselves Like We do Our Customers

When might a straw house be better than a brick one? We each have our own wolves (aka challenges) and the way we build our CX organizations sets the stage for how we will address them and deliver experiences to our customers. While there are many options out there, how can you tell what might work best for your team? During this session, our panelists will delve into how each of their CX organizations are organized and which little pig they’d hire.
• CX Structure Across the financial continuum 
• How other companies organized their CX teams (marketing, research,  Advisors/consultants) 
• Pros and cons of organizing in a certain way 

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