cxfinance.wbresearch.comCXFS 2020 | Customer Experience Conference For Financial Services

CXFS 2020 July 21 - 23, 2020 Renaissance Boston Waterfront Hotel, Boston MA Download Agenda 2019 Attendee List Toggle navigation Agenda Download the Agenda Our Speakers Speaking Opportunities Attendee List Download Attendee List Sponsor Sponsor/Exhibit Attendee List Sponsors Content Whitepapers & Reports 2018 Presentations My CXFS Story by Guneet Singh My CXFS Story by Michael Lowry My CXFS Story By Nicolas Petraglia Our Media Partners Finance Customer Experience Blog & Articles About About Venue Attendee Reviews Testimonials Contact Us Register What is CXFS? It’s 2020, and consumer expectations toward customer experience in financial services are at an all time high. Business as usual is gone. But what’s next in 2020 and beyond? Find out at CXFS, the conference that prepares senior financial service executives in CX, operations, and technology to lead their companies into the future. Download the Agenda "I met some amazing folks and learned something new from every session I attended. There was something there for everyone – those just getting started with a CX focus and those who were several years on that journey already." Chuck Rohrig, Lead Experience Owner, Auto Insurance Experience, USAA Our Inspiring 2020 Speakers Include Melissa Kivett Chief Customer Experience and Marketing Officer Prudential Natalie Higgins SVP, Director of Customer Experience Citizens Bank Martin Lange Global Head, Marketing Innovation BNY Mellon Lawrence Lipkin Head of User Experience Design for Treasury Services J.P. Morgan Arya Kalla VP, Product Management & Analytics Capital One Ashley Ross SVP, Client Care Executive Bank of America Pam G. Piligian SVP, Marketing & Communications Navy Federal Credit Union Chuck Rohrig Executive Director, Senior Experience Owner USAA Katherine Lucas Global Head of Client Experience State Street Jeremy Balkin Head of Innovation HSBC Melissa Kivett SVP, Chief Experience and Marketing Officer Prudential Natalie Higgins SVP, Director of Customer Experience Citizens Bank Martin Lange Global Head, Marketing Innovation BNY Mellon Martin Lange Global Head, Marketing Innovation BNY Mellon Lawrence Lipkin Executive Director, Head of User Design J.P. Morgan Arya Kalla VP, Product Management & Analytics Capital One Jeremy Balkin Head of Innovation HSBC Ashley Ross SVP, Client Care Executive Bank of America Pam G. Piligian SVP, Marketing & Communications Navy Federal Credit Union Chuck Rohrig Executive Director, Senior Experience Owner USAA Katherine Lucas Global Head of Client Experience State Street Download the Agenda 2019 Topics Included NGCX, our annual flagship event, focuses on CX across industries. CXFS is different because it focuses on the CX challenges posed specifically to financial services institutions. Following Through On Your Client Experience Transformation Human-Centered Design, Empathy And Exceeding Customer Expectations Designing For Ecosystems Deconstructing Client Loyalty to the Core Drivers Enhancing Your VOC Program To Ensure Your Customer Are Being Heard Following Through On Your Client Experience Transformation Organizational transformation is cumbersome; few people have committed to it and driven it through. There’s a dramatic amount of change management, employee experience, and work culture to consider. In this keynote, Martin will discuss How BNY Mellon is driving an organizational transformation The mix between what you change at an organizational level to drive initiatives to make specific and actionable Martin Lange, Director, Client Experience Strategy,, BNY Mellon Dan Kramer, EVP, Head of Client Experience, Asset Servicing, BNY Mellon Case Study: Turning Pain Into Joy Or "No way, You Can Do That?!" A CX Case Study On Human-Centered Design, Empathy And Exceeding Customer Expectations The Challenge The experience related to debit or credit cards that are lost or stolen can be an emotionally charged moment that truly matters for customers and companies. To improve the experience, we needed to understand what it was like to lose your card or have it stolen and the steps a customer takes to get back to normal. We needed to answer the questions around how they navigated challenges that exist during a lost or stolen card event. Most importantly, how can we restore normalcy as quickly as possible? The Solution Through qualitative research, synthesis, journey mapping, concepting, and concept evaluation, the experience design team was able to uncover key insights that informed new concepts to not only ensure we take care of customers during a lost and stolen card event but exceed their expectations resulting in exhilarating customer feedback supporting the strategy to deliver delightful customer experience. Jarrod Joplin, SVP, Experience Design, Bank of America Case Study: Designing For Ecosystems Design in the digital world is increasingly about service experiences that customers engage with across a range of devices and touchpoints – physical & digital. In financial services, there is also an increasing interoperability across brands – supported by the disruptive innovation and connectivity across organizations driven by APIs. This session will share Mastercard’s learnings from connecting consumers, merchants, digital players and financial institutions in unique ways at global scale. Karen Pascoe, SVP, Experience Design, MasterCard Case Study REMIX: Deconstructing Client Loyalty to the Core Drivers Enterprise metrics like Net Promotor Score (NPS) or Customer Effort Score (CES) are exceptional at showing progress over time and communicating across the organization, but how do you truly identify the actionable opportunities to impact those metrics. Charles Schwab has leveraged qualitative and quantitative analytics to break loyalty down to the business drivers that help them prioritize opportunities to continue to win” on client experience. During this case study, the audience will learn how Schwab tackled the challenge to transform their analytics approach into business action. Sean Albertson, Managing Director, Client Loyalty, Charles Schwab Panel: Enhancing Your VOC Program To Ensure Your Customer Are Being Heard The changes you make to your customers experience are only as good as the insights you receive from them. And you only receive good insights if you are truly listening to everything their saying. This can often involve a whole team of VoC masters who know what listening posts to be pulling insights from and how valid the insights are that they pull from those posts. Learn from these panelists: Sonal T. Bullard, SVP, Director of Client & Advisor Experience, SunTrust Private Wealth Andrea Plant, VP, Sales and Customer Experience Strategy, First Citizens Bank Tammy Gedetsis, VP, Senior Commercial Digital Product Manager, Key Bank Natalie Higgins, SVP, Director of Customer Experience, Citizens Bank Kevin O’Dell, CTO, Stratifyd Omari Jahi Aarons, Director, CX Employee Enablement Strategy, Liberty Mutual Insurance New Download Agenda The CXFS Community CXFS brings together senior financial services professionals responsible for retail banking technology, experience, and strategy. As CXFS expands, we carefully curate our sessions and sponsors to maximize the time needed for new ideas and relationships to form at our event. Download the Attendee List Who Attends CXFS? Attendee List "A truly effortless experience with regards to understanding insights from the industry." Guneet Singh, Sr. Director Business Transformation #CXFS You’ll come as an attendee, and leave as part of a community. "CXFS is a well rounded conference that provides content for any FS company no matter where you are in the CX evolution." Barb Jacklin, SVP Customer Experience Manager, Wintrust Venue Renaissance Boston Waterfront Hotel 606 Congress Street Boston, MA 02210 (617) 338-4111 | Website More Info Phone: +1 888.482.6012 | +1 646.200.7530 Fax: 1 (646) 200.7535 Contact Us Today © 2020 Worldwide Business...