Darryl Speach

Chief Customer Officer
Greystone & Co., Inc.

Mr. Speach serves as Chief Customer Officer, leading strategy for the Greystone customer experience effort across all business lines.

Prior to joining Greystone, Darryl was Disney’s lead consultant assigned to the Disney Institute/McKinsey & Company co-branded joint venture, specializing in customer experience transformations. He led numerous client engagement teams around the globe including financial services, insurance, healthcare, pharmaceutical, and automotive companies in Europe, the Middle East, Asia, and the United States.

Darryl also spent five years as the Corporate Vice President of Innovation/Customer Insights at New York Life Insurance and also served as a Vice President at BI Worldwide Consulting, where he led a team who specialized in enhancing sales & channel effectiveness, employee engagement, and customer loyalty programs for several Fortune 100 companies. While in this role, the organization was awarded the Malcolm Baldrige National Quality Award.

Darryl holds an MBA from Chapman University’s Argyros School of Business and Economics and has several industry certifications from the Center for Creative Leadership. He is also an accredited deBono Six Thinking Hats parallel thinking facilitator.

Check out the incredible speaker line-up to see who will be joining Darryl.

Download The Latest Agenda

Customer Experience Culture & Engagement

Friday, May 6th, 2016

08:45 KEYNOTE: Designing a Customer-Centric Culture – The Final Frontier For Game-Changing Market Differentiation

This session will provide valuable insights and the steps required to instill & sustain a successful customer-centric culture. It will provide real-world financial services examples – in addition to relevant Walt Disney Company best practices. ·· Gain a clear understanding of what is a customer-centric culture and how it drives employee engagement, market differentiation, customer loyalty and revenue growth ·· “Tools You Can Use” - Learn how to transform a culture by utilizing the “Customer-Centricity Chain”, “Culture by Design” and “Compass Approach”.

10:05 PANEL: Kick Starting Organizational Alignment & Buy-In Around CX

Getting your organization on board with your customer experience efforts from the executive level to the grass roots level is no easy task. This panel will look at what it takes to get buy-in across the organization. Learn:

How to demonstrate the connection between cx and business outcomes
Methods for encouraging true behavior change vs. just paying lip service to the idea of cx
How to show even non-customer facing employees how they impact the customer experience

15:55 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. 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