Customer Experience Design & Strategy

---

It's more of an evolution to understand and replicate the customer journey, their aspirations and their emotions through an organization's people, processes and technology. To accomplish this we need a different lens to constantly learn and frameworks to structure organizational efforts across channels and products.Key takeaways:· Journey mapping the customer experience
· Understanding the building blocks of the business
· Leveraging data and technology for success
· Having a two-way dialogue across channels
· Moving from the rational to the emotional aspects

---

From banking to retirement, financial services customers expect world class, easy-to-use digital experiences across all their screen sizes and devices – a standard that many financial institutions are finding difficult to meet. This session will look at digital experience opportunities in financial services that address both business and customer needs alike, and lay out potential paths towards the next generation of digital experiences. Key takeaways:

• Understanding the imperative to improve customer experiences, and the risks of not.
• What next generational digital experiences need to deliver?
• Next generation experience concepts and examples.

---

Now more than ever, it’s important to align your brand story, mission and vision with the customer experience. This panel will examine the role your brand plays in driving experiences and how to connect your company’s mission and vision to the experience as well.
Learn:

• How the brand, marketing and CX should align to convey the brand experience
• How the brand strategy should support CX and vice versa
• The importance of language in reflecting your brand

---

---

---

---

Capturing and analyzing various types of unstructured data (social, surveys, agent notes, escalations), is a critical customer feedback component. In this session, Kristen Korhonen will walk you through the process for capturing insights from text, voice and other sources to help reveal the root cause of customer issues. Learn how to:
· Integrate data from multiple sources, including speech and text, in order to validate and prioritize
· Understand how structured and unstructured data can work together
· Operationalize text analytics to take action

---

We all know that customers don’t see channels, they expect one consistent brand experience no matter the touch point. In this session Ram Subramanian at Discover will walk you through:

• What a true omni-channel experience should look like
• How do you build it, deliver it and measure it?
• What type of technology infrastructure is needed to offer a seamless experience?

---

Silos define our industry, our roles and our teams. We’re used to them, at times comfortable in them and understand our purpose within them. To paraphrase and borrow from Dan Ariely – many in our industry talk of breaking down silos, working across silos and de-silo’ing for the good of the customer…to ultimately improve the customer experience, but it’s like making out with your teenage crush… nobody really knows how they’re doing vs the next guy, but everyone else is talking about it, so everyone says they’re doing it. This session will review how we’ve gone about this challenge/opportunity and what you can learn from story.

Audience Learning Objectives:

• Steps to establishing a CX council
• Bringing together disparate parts of the organization

---

Welcome to the kick of the CXFS solutions zone, which will serve as your “home base” for next two days. This is where you’ll enjoy bottomless coffee, soft drinks and snacks; learn about the latest cx toold and technology; and catch up with colleagues and peers!

CX Leaders Champagne Roundtables At CXFS, you’re in control! Get involved in our unique, open-mic, peer-to-peer tables for the best conversations you’ll have all year. Talk about your key challenges and hear how other institutions are overcoming them. After 30 minutes, you’ll rotate tables and tackle a new topic with a new expert host.

Benefits:

• Network with industry peers with very similar challenges, interests and responsibilities
• Take a deep dive into a niche topic in an intimate and informal setting moderated by a cx leader
• Bonus - Leave CXFS with key takeaways you can put into action as soon as you return to the office

Table 1: Designing a CX-focused Omni-channel Transformation
Parin Kothari, SVP, Digital Strategy, TD Bank Financial Group

Table 2: Best Of The Best CX success Stories
Peg Ryan, Head of Digital Customer Experience, Specialty Lines, Farmers Insurance

Table 3: How To Get Your Organization To Be More Experience Design-Oriented
Jean Machart, VP, Client Experience, Technology, Ameriprise Financial

Table 4: Exceeding Customer Expectations Around The Omnichannel Experience

Table 5: Prioritizing Your Customer Experience Efforts Across Channels
Donna LoStocco, SVP, Member Experience, Affinity Federal Credit Union

Table 6: Customer Co-Creation Methodologies And Processes

Table 7: Identifying Cx Champions To Create A Governing Body At Your Organization
Maritza DiSciullo, SVP, Marketing, Northwest Federal Credit Union

Table 8: How To Hire Your Way To An Exceptional Experience
Katy Churches, Customer Experience Manager, American Family Insurance

---

---

---

---

---

---

You'll learn how to take a small movement, driven by a customer experience team into a change leadership movement that transforms a company. You'll hear how Ingrid has successfully transformed numerous companies to be focused on the customer. You'll hear real examples of how she does it - everything from hiring to compensation - so that you move from lip service to action!

Learning objectives:
• What are the foundational elements you have to have in place to be successful?
• Understanding the three elements of Customer Experience—Credibility, Competency and Culture.
• Ideas for how you can start or jump start your work!

---

Join your fellow CXFS attendees for cocktails and fun after a busy day!