Maritza DiSciullo

We all know that customers don’t see channels, they expect one consistent brand experience no matter the touch point. In this session Ram Subramanian at Discover will walk you through:

• What a true omni-channel experience should look like
• How do you build it, deliver it and measure it?
• What type of technology infrastructure is needed to offer a seamless experience?

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

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