We caught up with Kristin Julbert who offered her insights on what makes a successful metric strategy. She tells us how her team use the data available to them to identify what actions are necessary to improve the customer experience, and then follows through to ensure these actions are happening. Listen to the interview to discover how data can be used to improve the quality of customer interactions.
Maura Hunter takes us through her key elements for success in a customer experience strategy, and how to integrate customer experience into the DNA of your organization. She tells us the importance of getting employees onboard with your customer experience strategy, and how to connect with the customer on their own terms.
In this exclusive interview Dan discusses which aspects of a loyalty scheme attributes most to a great consumer experience, how the financial sector is dealing with an increasingly digital world and which are the most important elements when designing a great omnichannel strategy. Dan also shares the three most important aspects of a customer experience strategy that financial services need to focus on specifically and looking into the crystal ball to where Financial Services will be in 5 years time.
Most companies struggle to achieve their customer experience goals due to other projects that may potentially be perceived as ‘higher priority’. It’s imperative to empower employees across all departments, whether customer-facing or not, to deliver products and services designed for the customer of today and the customer of tomorrow. Henry Edinger, Chief Customer Officer, Travelers, opened the Exchange to give his account of the importance of prioritizing CX from the top down. Hendry defined what he felt were the three key elements of a successful strategy, and combined some practical examples as to how Travelers maintains it’s customers at the heart of it’s brand.
In this presentation, Lawrence Hodgson and Gordon Sexton of Genesys explore how blending automation with AI and the human touch can deliver the most efficient and ideal customer experience.
Donna Peeples, Chief Customer Officer of Pypestream, opens up the second day of CX BFSI USA 2018 and outlines what topics will be explored during the event.
Michael Marx, VP Market Intelligence at Visa, talks about how 'Generation z' will and won't change the customer experience paradigms that we are used to today.
Craig McLaughlin, CEO of Extractable, talks about the importance of developing a skilled customer experience workforce across all departments.
Carolyn Pullen, SVP Customer Solution Center at OneMain Financial
Buying behavior have forever changed with customers in all markets. As a result, financial firms now need to compete with a whole new kind of ‘great’ experience. Ulrika from Lithium takes the audience through how FS organizations can allow customers to take charge through digital.