Donna LoStocco

SVP, Member Experience
Affinity Federal Credit Union

Report to CEO of Affinity Federal Credit Union, the largest credit union in NJ, with $2 billion in assets, 137,000 members and 17 branches statewide. Promoted into newly created position to optimize relationships with members and generate new business by upgrading member touch points through both F2F and remote channels.

Direct all front-of-the-house activities that affect member relationships, while overseeing operations and business development. Manage team of 175 employees and $23 million annual budget. Develop strategic plans for most effective use of retail locations and staff deployment. Identify high-potential managers and provide mentoring in areas of professional development, networking and organizational navigation. Community relations and political affairs experience.

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

Download The Latest Agenda

Customer Experience Design & Strategy

Wednesday, April 6th, 2016

15:45 CX Leaders Champagne Roundtables

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

Customer Experience Innovation & Disruptors

Monday, June 6th, 2016

09:10 PANEL: Cross-Platform Opportunities—Assessing And Delivering On Customer Expectations

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