Peg Ryan

Former Head of Digital Customer Experience, Specialty Lines
Farmers Insurance

Peg is a strategic and creative consultant known for building, revitalizing and growing programs for optimal customer experience. As a results-driven change agent, she has a proven track record of innovation, collaboration and digital/process/operations improvement.

Until recently, Peg served as the Head of Digital Customer Experience for Farmers Insurance, Specialty Lines. During her tenure, she supported sales growth of over 400% in 11 years, increasing customer satisfaction while significantly decreasing per transaction support costs in frontline staff. She served as the visionary and business program manager for the ecommerce project for all casualty products which was the largest system development undertaking in the shortest timeframe in the history of the company.

Peg pioneered the Net Promoter Score/Voice of the Customer system to measure and improve customer loyalty for the Foremost brand. Under her leadership, NPS increased 46% in under seven years. Peg also led the research, development and operation of the first digital intelligence ecosystem for the company.

Peg holds a B.S. with honors in both Computer Information Systems as well as Business Administration. She is a Net Promoter Certified Associate and a member of the Inforum Professional Women’s Alliance.

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

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 Innovation & Disruptors

Monday, June 6th, 2016

12:25 PRESENTATION: Growing Net Promoter Scores: How To Pull Together The Puzzle Pieces In An Integrated Fashion To Achieve Rapid NPS Increases

What are the top three drivers negatively impacting NPS in your organization? Contact centers may believe one thing. Product, another. IT, yet a third. Perhaps it is none of the three, rather something that still eludes the organization. How do you get to the heart of it? How do you differentiate between noise and the top drivers of dissatisfaction? How can you prioritize and monetize those issues, gain critical alignment and buy in, so that limited corporate resources get the most NPS bang for the buck. And how do you assess how successful it was? In this session, we will discuss:

Using an integrated, holistic view of qualitative and quantitative data sources to determine top drivers of dissatisfaction
How to discover and piece together critical parts for a more complete story
How to build the case from integrated data that serves to educate, align and garner support from key stakeholders
How to monitor, measure and share the good, the bad and the ugly