Matt Inman

Senior Strategic Consulting Director
MaritzCX

As a Senior Director of CX Strategy and Design with MaritzCX, Matt is responsible for applying best practices from the industry-leading customer experience programs he has developed and managed for companies during his career with a specific focus on the financial services sector. He also leads the development of thought leadership strategies for the company. With 20 years of experience, he has a strong foundation to draw upon when helping clients design customer experience programs and apply marketing research.

Prior to joining MaritzCX, he was Director of Customer Experience and Satisfaction at American Family Insurance for six years where he developed and led the customer experience strategy and programs for the company which were recognized by JD Power and Associates and Forrester Research. He also held a number of other market intelligence and research management roles with the insurance company. In addition, he has worked in the energy industry, beer industry, and in the office of a U.S. Congressman.

Inman holds a master’s in Marketing Research from the AC Nielsen Center for Marketing Research at the University of Wisconsin-Madison and a Bachelor’s degree from Luther College in Iowa. He is a member of the American Marketing Association, the Customer Experience Professionals Association (CXPA), the Society of Insurance Research, and leads the MaritzCX Research Leadership Council. He also speaks Spanish proficiently.

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

Download The Latest Agenda

Customer Experience Culture & Engagement

Friday, May 6th, 2016

09:25 KEYNOTE: What’s Preventing You From Getting The Most From Your VoC Program?

Many organizations have made a verbal or written commitment towards improving the customer experience, but are they really following through? Most are not, according to a study conducted by MaritzCX. Even in today’s big data world where information is everywhere, companies struggle to completely leverage all of their customer-generated data. This shortcoming represents missed opportunity, and ultimately, revenue lost.
Learn more about the findings generated by, "MaritzCX’s Voice of the Customer: Practices and Challenges Study" and then use these eye-opening results to maximize your organization’s VoC program.
Here’s what you’ll learn:
· Most common challenges organizations face in leveraging VoC programs
· What type of companies have the most successful VoC programs and why
· How your organization’s VoC program compares to those of others in the financial services industry
· How VoC efforts in the financial services industry compare to others across market sectors
· Best practice solutions for capturing, integrating, analyzing, and reporting the data

15:55 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. 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