Katy Churches

Customer Experience Strategy Director
American Family Insurance

Kathryn (Katy) is currently the Strategy Director for American Family Insurance’s Customer Experience team. An accomplished professional who has spanned across industries and business disciplines, Katy has developed a strong understanding of the customer through a sales, service and marketing lens. Katy also has experience in care center operations leadership, financial services business development and talent sourcing/management. Her education includes from a bachelor’s degree from the University of Wisconsin, previously held insurance licenses and a Pathways to Leadership alum.

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

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 Culture & Engagement

Friday, May 6th, 2016

12:05 PANEL: Identify, Capture, Resolve: Developing An Effective Complaint Management Program

This panel will look at the importance of establishing a formalized complaint management process at your organization and how to run it effectively. Panelists will address:

How to establish a complaint management process and who should own it
Examples for how to effectively and efficiently capture customer complaints
Ideas around governance and oversight—how do you ensure that everyone has a line of sight to the information and how do you engage leaders
How to report on it and how to share the date in an impactful way
How do you prevent it through managing the proper KPIs