Ben Hoffman

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. Suggested topics:

Table 1: Creating A Sustainable Customer-Centric Culture For True Market Differentiation
Darryl Michael Speach, Chief Customer Officer, Graystone & Co.

Table 2: Living Services And Loyal Customers
Abram Sirignano, Group Director, Fjord Design, An Innovation From Accenture Interactive

Table 3: Making It Easy For Your Employees To Be Brand Advocates
Janis Avila, Managing Director, Client Experience, Union Bank

Table 4: What’s Preventing You From Getting The Most From Your VoC Program?
Matt Inman, Senior Strategic Consulting Director, Maritz CX

Table 5: Complaint Management To Drive CX Improvement
Natalie Higgins, VP, Consumer Finance, Customer Experience, Citizens Bank

Table 6: Breaking Through The Red Tape: How To Encourage Continuous Innovation In A Heavily Regulated Environment
Geriel Thornburg May, Director, Customer Experience, Genworth Financial

Table 7: Fostering Brand Advocates—Turning Your Best Customers Into Your Best Marketers
Maritza DiSciullo, SVP, Markeing, Northwest Federal Credit Union

Table 8: Ensuring Consistent And Successful Experiences When You Don’t Own All Aspects Of The Customer Journey
Ben Hoffman, AVP, User Experience and Customer Experience, The Hanover Insurance Group

Table 9: Aggregating, Analyzing And Acting On Voc Data Across The Enterprise
Pam Hess, Manager, Field and Client Experience, COUNTRY Financial

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.