CXFS 2018

July 10 - 12, 2018

Westin Copley Place, Boston MA


Natalie Higgins

Senior Consumer Finance and Customer Experience Vice President
Citizens Bank

12:15 PM Primary Led Roundtable Discussions

Be sure to join these interactive roundtable sessions and take a deep dive into the specific areas you came to discuss. Opportunities to sit and learn from executives like these do not exist elsewhere. Take control of your own event experience.

  • Take a deep dive into a niche topic in an informal setting moderated by one of our financial institution speakers
  • Don’t miss out on the discussions you want to participate in—you’ll get to select a new topic after 30 minutes

1. Striking the Right Balance Between High Tech and High Touch in a Multi-Channel Service Evolution
Natalie Higgins, SVP Customer Experience, Citizens Bank

2. Dealing with Change Management in An Organization of Unwieldy Size 

3. Personalizing While Staying Compliant 
Melissa Kaminski, Assistant Director, NPS Program, Northwestern Mutual 

4. Allowing Your Customer to Have Visibility into Their Interactions with You 

5. Branch Transformation: What’s Next in Your Physical Locations?
Marci K. Knight, Chief Marketing Officer, American Bank of the North

6. Creating Customer Experience Personas

7. Developing Strong B2B Customer Relationships 
Liz Butler, Director, Client Experience and Engagement, Workplace Solutions, TD Ameritrade Inc. 

8. CX Career Pathing: What’s Your Next Move? 

9. Driving, Democratizing And Scaling CX Innovation

10. But I Simply Haven’t Got the Time! Prioritizing CX Projects Based on Time And Budget

11. Moving the Needle- Maintaining Your CX Success

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

Download The Latest Agenda