Next Gen CX for Financial Services

July 17-July 19, 2017

Renaissance Boston Waterfront Hotel, Boston, MA

1.888.482.6012

Stacey Collins

Director, Experience Design and Implementation
BECU
Stacey Collins leads BECU’s Experience Design and Implementation team comprised of member experience project management professionals and experience training coaches providing focus, prioritization, execution and accountability for addressing the largest/most impactful experience gaps in an effort to further elevate the value of membership at BECU, the largest Credit Union in Washington State. Working within the boundaries of a heavily regulated industry, Stacey and her team are responsible for driving an “outside-in” mentality and ensuring all programs to address member experiences are aligned and executed successfully to support the delivery of BECU’s brand promise and strategic initiatives across all contact and delivery channels. This includes engaging employees in the CX process using methodology that supports a virtuous cycle of ideation and innovation - incubation, crowdsourcing, assessment and resolution. This idea-stream platform continues to elevate ideas that result in iterative improvements to the things that matter most to our membership. Stacey holds a Bachelor of Arts degree in Communications and is a Certified Customer Experience Professional (CCXP) – and is a proud 12th Man of the Seattle Seahawks.


Day One: Achieving a Holistic View of Your Customer

10:00 AM Panel REMIX: But That’s MY Job! Navigating Corporate Politics to Streamline the Customer Experience

When you begin the process of instituting a customer first mindset into a company and cx starts to become a major factor in the day to day operations of your business, more often than not certain data owners or process owners get territorial of the information they have. What can you do to make sure people understand the importance of cross departmental transparency?

• Discuss ideas for integrating customer data from multiple sources
• How to get critical customer feedback to the appropriate teams within the organization
• How to get the rest of your company to act on customer feedback and make measurable changes to the customer experience