Erin Rich

SVP, Head of Client Experience
Wells Fargo Advisors

Erin Rich is Senior Vice President and head of Client Experience for Wells Fargo Advisors (WFA). The Client Experience team’s mission is to serve as a catalyst for change on behalf of WFA clients.

Based in St. Louis, Missouri, Ms. Rich leads a team of strategy, execution, and insights professionals in St. Louis and Charlotte, North Carolina. She is focused on instilling client experience as a business discipline to drive strategies that will significantly differentiate Wells Fargo Advisors. She is also responsible for developing and leading high priority client experience programs.

Ms. Rich has been with Wells Fargo and predecessor companies for 20 years. She has held leadership roles in Community Banking, Enterprise and Regional Marketing, and Customer Analysis/Customer Research/Targeted Marketing groups.

Her areas of deep expertise include client-focused strategy development, client research and analytics, and leadership and execution of significant strategic initiatives.

Ms. Rich earned her Bachelor of Science degree in Journalism from the University of Colorado and her Master of Business Administration (MBA) from the University of Iowa, with an emphasis on Market Research. She is married with a very spoiled canine kid.

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

Download The Latest Agenda

Customer Experience Culture & Engagement

Friday, May 6th, 2016

09:05 KEYNOTE: Changing The Conversation At Wells Fargo Advisors: Fostering A Focus On Client Experience

Erin Rich will share the journey Wells Fargo Advisors has been on to truly put clients at the center of everything WFA does. In particular, she’ll discuss the challenges and successes she faced in starting up a new Client Experience team and changing the conversation to start with clients’ needs. She’ll then share a few client experience tactics and tools which are now becoming part of how WFA does business. She’ll share her multi-year approach to this challenge, including:

Establishing a strategic approach to improve the client experience across all distribution channels, with only a handful of direct team members
Creating and communicating a foundational measurement construct that is easy for team members at all levels to understand and act upon
Building a Voice of the Client Program that includes not only measurement, but also action to incorporate the Voice of the Client in strategy and throughout the project lifecycle
Championing a Client Experience Toolkit that is now being used in project design, planning, execution, and post-launch measurement (and demonstrating the success that can be attained by using the Toolkit in one of her team’s own projects)
Tactics for gaining buy-in and support at all levels of the organization