Next Gen CX for Financial Services

July 17-July 19, 2017

Renaissance Boston Waterfront Hotel, Boston, MA

1.888.482.6012

Ted Chen

President
Maru/edr
Ted Chen is President of Maru/edr North America. Ted is a 16-year customer experience research veteran and has focused his career on helping companies turn customer intelligence and analyses into actionable recommendations while also utilizing technology platforms to drive dissemination and usage of results. He has partnered with firms across virtually every industry and looks to bring best practices to each new engagement. His clients have included Farmers Insurance, Capital One, Moody’s and Morgan Stanley. Prior to joining the Maru/edr team, Ted served as a senior member of the US Customer Strategies Solution team at ORC International. He was also the head of the Customer Experience Practice at Vision Critical, and led the US research, operations and technology development teams at Ipsos Loyalty. Ted received his MBA in Strategy and Finance from Yale University and his BA in Economics from Northwestern University.


Day One: Achieving a Holistic View of Your Customer

4:20 PM Moderator Led Champagne Roundtable Discussions:

1. Crossing the Chasm: Transforming Customer Research into Actionable Insights and ROI
Jimmy Chou, Principal, SingleStone

2. Lithium Technology Roundtable
Vaughan Sparkes, Lithium

3. Learn How Financial Services Firms Are Using Customer Journey Mapping Engagements in Various Ways to Understand Their Customers Better and Drive Insights
Ted Chen, President,  Maru/edr

4.How Can Text Messaging Enhance Customer Experience
Ashish Garg, CEO, Eltropy

5. Pitney Bowes Roundtable
James Burnick  Managing Director, Financial Services Solutions, Pitney Bowes

6. Using The Power Of Storytelling To Create     
Emotionally Engaging Experiences
Penny Steckly, Program Director - Voice of the Customer, Canadian Division, Manulife

7. R&D: Measuring and Benchmarking Against Your Competition
Karl Sharicz, Customer Experience Analyst, Eastern Bank

8. Branch of the Future: Understanding the Evolving Role of Your Brick and Mortar Outposts
Lea Ammerman, MBA, Executive Vice President of Member Services , Michigan State University Federal Credit Union

9. Listening and Responding to Your Customers on Social Media
John Stillman, Senior Member Insights Analyst, BECU

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