Customer Experience Innovation & Disruptors

---

Harley serves Customer Experience Professionals. He is a research director in the Customer Experience practice at Forrester, and the coauthor of Outside In: The Power of Putting Your Customers at the Center of Your Business. The book is a comprehensive study of why customer experience is fundamental to the success of every business. It explores the six disciplines companies need to master in order to compete effectively in a world where their customers can leave them more easily than ever.

Harley's research, analysis, and opinions have appeared in The Harvard Business Review, Forbes, The Economist, FT.com, Fast Company, Investor's Business Daily, and Direct Marketing News. He is a regular contributor to the 1to1 media blog. An accomplished speaker, Harley has keynoted major business conferences around the world.

---

With multiple devices at your customer’s fingertips, how can you better understand changing customer expectations and deliver an experience that sets you apart across all platforms? Panelists will address:

• Methods for capturing customer feedback and preferences more holistically vs. by channel
• How to more effectively integrate efforts across platforms
• The importance of continuous innovation given rapid technology advancements

---

---

---

Consumers today expect far more from digital. Frictionless banking, where key pain points and obstacles are eliminated, is becoming the new table-stakes for mobile and online experiences. But to do more than survive, how can banks go beyond frictionless banking to creating cohesive, meaningful customer journeys. This brief discussion will examine:

• How consumer expectations for digital money experiences are rapidly shifting
• Why frictionless banking will only fulfill, but not exceed those expectations
• What a sustainable experience paradigm for retail banking requires for success

---

As the customer experience discipline continues to evolve, many CX executives are realizing that user experience methodologies can be applied to wider CX efforts. In this panel, hear from a diverse group of UX executives as they describe how some of the tips, tools and tricks they’ve learned from UX have been rolled out to their CX teams.

---

---

---

---

User Experience is concerned with the research, design and development of digital properties or software applications. The term “Customer Experience” describes all of the touch points that a customer has with your brand. While the two share similar goals, they use different processes. Recently, however, companies are leveraging their UX teams methodologies to compliment their CX teams. In this way they are better able to understand their customer needs and translate those insights into actionable design criteria. In this presentation you’ll learn:

• How to leverage key UX methodologies for offline experiences
• How doing so helps drive consistency through channels
• How to best share research and insights across teams
  

---

---

Customer contact strategy in current FS marketing machineries comprise a wide array of tactics – onboarding, cross-sell, utilization marketing, trigger programs, and retention. These programs often sit in silos from a decisioning, governance, and investment standpoint. Furthermore, in most organizations customer servicing sits in its own island of operational governance and do not inform core contact strategy.
In this three part conversation will focus on
• Customer life stages and corresponding opportunities for improved engagement through insights
• Enabling system components (CRM add-ons or standalone) that exist today to build these capabilities
• Underlying governance framework that can be leveraged to achieve coherent customer contact strategy

---

What are the top three drivers negatively impacting NPS in your organization? Contact centers may believe one thing. Product, another. IT, yet a third. Perhaps it is none of the three, rather something that still eludes the organization. How do you get to the heart of it? How do you differentiate between noise and the top drivers of dissatisfaction? How can you prioritize and monetize those issues, gain critical alignment and buy in, so that limited corporate resources get the most NPS bang for the buck. And how do you assess how successful it was? In this session, we will discuss:

• Using an integrated, holistic view of qualitative and quantitative data sources to determine top drivers of dissatisfaction
• How to discover and piece together critical parts for a more complete story
• How to build the case from integrated data that serves to educate, align and garner support from key stakeholders
• How to monitor, measure and share the good, the bad and the ugly

---