Next Gen CX for Financial Services

July 17-July 19, 2017

Renaissance Boston Waterfront Hotel, Boston, MA


Susan Fabry

Director, Analytics and Insights
Sun Life Financial
Susan Fabry is Director of Analytics and Insights for Sun Life Financial U.S. She is responsible for developing tools and initiatives based on the needs of Sun Life’s diverse range of clients and business partners, including benefits brokers, consultants, employers and covered employees. Susan approaches her work through holistic creative problem solving and systems logic, blending data analytics with relevant insights from Sun Life’s listening channels such as on-line communities. She draws on her nearly 20 years of experience using emotional, physical, and environmental influences to design solutions that meet the needs of different people. She was named to this position in May 2013. Prior to joining Sun Life, Susan worked as a Senior Strategist for Continuum, a design innovation consultancy, where she collaborated with clients to develop programs that helped them achieve their design and innovation goals. She also led a thought leadership program for Continuum that focused on women and children as a global driver of consumer decisions. She has worked in Munich, Germany, for Siemens, designing a range of phones for T-Mobile and in New York City for Smart Design. In addition, Susan has been a guest speaker at several conferences, a guest lecturer at Massachusetts Institute of Technology (MIT), Tufts University, Bentley University, and Simmons College, and has been published in Fast Company and Quartz. Susan holds a bachelor’s degree in psychology from Oberlin College and a bachelor’s degree in industrial design from the Rhode Island School of Design.

Day Two: Establishing A Governance Around CX

12:15 PM PANEL: Spare Me The Siloes: Breaking the Boundaries That Stunt Your Strategy

A siloed company is an unhappy company. Unfortunately that is where most companies within and outside the financial services industry find themselves. Your customer doesn’t think in siloes, so setting up each channel to work separately from one another can often lead to a disjointed experience. Join this session to hear more about how companies can:

• Pinpoint the internal departments you need to collaborate within in order to have an end to end picture of your customer
• Build relationships with these business partners and department heads in order to understand their priorities and help them understand yours
• Instill the importance of customer experience across the organization with trainings and CX advocates
• Create common objectives and organizational goals
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