Karen Myers

Member Experience Manager
Community Choice Credit Union

Karen Myers is the Member Experience Manager for Community Choice, a $671M community credit union headquartered in Farmington Hills, Michigan. Karen has over a decade of experience in the credit union industry with a breadth of expertise in contact center, marketing, organizational communication, product management, project management, and member experience. Community Choice Credit Union is committed to an accelerated growth strategy that has already increased their footprint by 6 locations in the past 24 months. As the organization grows, Karen serves as the chief champion of the member, ensuring an exceptional member experience is delivered across all new and existing channels.
Karen holds a Master of Arts in Organizational Communication and Public Relations as well as a graduate certificate in New Media. She is a member of the Customer Experience Professional Association and has been named a 2015 Top 15 Next Gen Leader by the Credit Union Executive Society.

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

Download The Latest Agenda

Customer Experience Design & Strategy

Wednesday, April 6th, 2016

09:35 PANEL: Connecting Customer Experience With Your Brand Story, Mission And Vision

Now more than ever, it’s important to align your brand story, mission and vision with the customer experience. This panel will examine the role your brand plays in driving experiences and how to connect your company’s mission and vision to the experience as well.
Learn:

How the brand, marketing and CX should align to convey the brand experience
How the brand strategy should support CX and vice versa
The importance of language in reflecting your brand

10:45 WORKSHOP A: Journey Mapping 101

It seems everyone is talking about the customer experience and creating "journey maps". So why all the attention and buzz? As it turns out, today customers are more focused on the experience they receive from your company. It's no longer just about having a better mousetrap--experience does matter. One of the best tools to assess and deliver a great customer experience is to start with journey mapping. Understanding what customers experience at every touchpoint for every channel is imperative to designing world class and best-in-class experiences that drive loyalty and generate customer who rave about that experience. Join this important workshop to learn how you can create practical journey maps that build momentum, secure organization-wide buy-in, and focus on what really matters most. We'll learn through real case examples and hands-on exercises. By attending this workshop, you'll be well on your way to creating journey maps that get results.

From this workshop you will:
· Understand the importance of journey mapping and explore a variety of approaches to developing practical journey maps that fit your brand
· Learn how to use journey maps to demonstrate an ROI and get the buy-in you need
· Be able to easily prioritize the touchpoints that matter the most and create a plan to redesign each to deliver improved results