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Cindy Chastain, Mastercard, SVP, Group Head, Customer Experience and Design

Cindy Chastain, Mastercard, SVP, Group Head, Customer Experience and Design

We caught up with Cindy Chastain from Mastercard who shared some of her insights into how to successfully guide the transformation of customer experience in order to differentiate your brand. She advocates the importance of design and predicts that this will become more and more prevalent in the future. She also discusses the challenge of embedding practices that actually get results, and the importance of a maturity model in achieving this. 
Jennifer Watkins, Global Head of Customer Innovation& Foresight, AXA

Jennifer Watkins, Global Head of Customer Innovation& Foresight, AXA

Jennifer Watkins from AXA shared her insights into innovation in customer experience, and how to create a seamless customer experience across all channels. She recommends the importance of involving employees in your customer service vision, and having the skillset to enable change in your organization. Watch our interview with her to find out more and how you can improve customer experience. 
Jeronimo De Miguel, VP Branding & Creative, ManuLife

Jeronimo De Miguel, VP Branding & Creative, ManuLife

Jeronimo De Miguel from Manulife tells us about the significance of a strong brand image and how brand ambassadors can have a positive impact on your organization. He reveals the message behind Manulife’s latest brand campaign, “Are You Ready?” and how this reflects the need to connect with customers on their own terms. 
Kristin Julbert, Director, Client Experience & Business Process, BBVA Compass

Kristin Julbert, Director, Client Experience & Business Process, BBVA Compass

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, SVP Customer Experience, Fidelity

Maura Hunter, SVP Customer Experience, Fidelity

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. 

Dan Balistierri, Vice President, Global Service & Experience, MasterCard

Dan Balistierri, Vice President, Global Service & Experience, MasterCard

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.

Henry Edinger, Chief Customer Officer, Travelers

Henry Edinger, Chief Customer Officer, Travelers

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.

Lawrence Hodgson and Gordon Sexton, Genesys

Lawrence Hodgson and Gordon Sexton, Genesys

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.

Brandon Sailors, Executive Director, Head Of Financial Services, CSG

Brandon Sailors, Executive Director, Head Of Financial Services, CSG

This presentation demonstrates why true digital transformation requires a balance between technologies, such as AI and Chat Bots, and a seamless, personal Customer Service Agent experience.
Donna Peeples, CCO, Pypestream - Opening Remarks Day 1 of CX BFSI USA 2018

Donna Peeples, CCO, Pypestream - Opening Remarks Day 1 of CX BFSI USA 2018

Donna Peeples, Chief Customer Officer of Pypestream, opens up CX BFSI USA 2018; going through the key points that were covered across the two day event.
Donna Peeples, CCO, Pypestream - Opening Remarks Day 2 of CX BFSI USA 2018

Donna Peeples, CCO, Pypestream - Opening Remarks Day 2 of CX BFSI USA 2018

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.

Interview with Michael Marx - VP Market Intelligence, Visa

Interview with Michael Marx - VP Market Intelligence, Visa

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.

Interview with Craig McLaughlin, CEO, Extractable

Interview with Craig McLaughlin, CEO, Extractable

Craig McLaughlin, CEO of Extractable, talks about the importance of developing a skilled customer experience workforce across all departments.

Interview with Carolyn Pullen - SVP of Customer Solution Center, OneMain Financial

Interview with Carolyn Pullen - SVP of Customer Solution Center, OneMain Financial

Carolyn Pullen, SVP Customer Solution Center at OneMain Financial

Welcome to Digital Disruption

Welcome to Digital Disruption

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.