Customer Experience for Financial Services

June 14 - 16, 2016

New Orleans, LA

Contact Us: 1.888.482.6012

Day One

Customer Experience Today:  Mastering and Maintaining Core CX Principles
 
Day One of CXFS will feature two hands-on workshops centered on topics such as performing a CX/UX analysis and mining VoC data to analyze top pain points, case studies from Bank of America, BMO Harris and BBVA Compass, and our popular Champagne Roundtable Discussions. Top all of that off with three hours worth of breaks and receptions for optimal time to network with new friends and old colleagues.

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8:00 AM Continental Breakfast & Registration

8:30 AM Welcome Remarks

Elizabeth Robillard, Program Director, CXFS

Join Elizabeth Robillard, Program Director for CXFS, as she kicks off Day One of the program.
 Elizabeth Robillard
Elizabeth Robillard
Program Director
CXFS

8:35 AM Getting to Know You: CXFS Opening Ice Breaker

In this all-new networking session, we will display a series of pain points on the screen, and you’ll determine your most pressing business matter for 2016.  Find others who also share that pain point and for 20 minutes chat in your group. This is an exciting way for you to meet other attendees who share the same challenges, make new connections, and collaborate on new ways to solve them.

8:45 AM Chairperson's Opening Remarks

Mazen Ghalayini, Senior Director, Customer Experience, West Monroe Partners


 Mazen Ghalayini
Mazen Ghalayini
Senior Director, Customer Experience
West Monroe Partners
Mazen Ghalayini is a senior director and leads West Monroe's Customer Experience practice in Chicago as well as the firm’s national CRM practice. Mazen has spent the last 15 years focused on enabling the sales, marketing and service functions at his clients to create more effective, profitable and engaged customer experiences. ...[Read More]

9:00 AM Cultivating A Customer- Centric Culture Through Hiring and Training The Right People

Lori Garcia, Vice President of Member Service Experience, SchoolsFirst Federal Credit Union

Creating a customer centric culture begins with finding the right employees to represent your brand. How you find this talent and onboard them to provide the best possible experience is key to their success and in turn, your company’s success with cx initiatives. Join this session to learn more about how Lori Garcia and the SchoolsFirst team are cultivating a customer centric culture the moment a new employee walks through the door. She will be discussing:

·· Putting together an ideal candidate profile based on your customer experience goals and brand story
·· Ensuring a smooth onboard of new hires with proper training that instils your commitment to the customer
·· Re-evaluating current culture internally and identify ways to teach and train customer experience not just on the frontlines but also in the back office
 Lori Garcia
Lori Garcia
Vice President of Member Service Experience
SchoolsFirst Federal Credit Union
Lori Garcia is Vice President, Member Service Experience for SchoolsFirst Federal Credit Union.   Lori’s role is to ensure the credit union continues to develop comprehensive plans to improve Member service, identify trends and take action that will lead to successful implementation of service programs and improve Members’ experiences. 
...[Read More]

9:20 AM How to Reach Your CX Vision: Take First Step & Make a Plan

Leah McDormand, Customer Relationship Manager, UPS Capital

Few organizations today are implementing their true CX vision due to perceived high costs and lengthy internal reorganization. In this client case study, find out how UPSC, through a phased roadmap tied to business drivers, is initiating a Customer Strategy & Roadmap that will transform the way they engage their customers.

In this keynote, Leah will discuss:
• Financial industry trends that influence CX
• UPSC’s planned evolution from separate Voice, email, and Web Channels to Omni-channel
• Financial benefits of an Omni-Channel Customer Strategy
• How to manage your workforce, create a unified view of the customer and optimize data analytics for the Omni-Channel
 Leah McDormand
Leah McDormand
Customer Relationship Manager
UPS Capital
Leah has been with UPS for 10 years and has held a variety of management positions across many different functions including Human Resources and Inside Sales. Currently, Leah is the Customer Relationship Manager for UPS Capital and is based in Atlanta, GA. In her current role, Leah manages the team that is responsible for front line customer servic ...[Read More]

9:40 AM PANEL: Where Should Customer Experience Sit At Your Organization?

Pamela Wong, AVP, Corporate Strategy, Manulife

Stacey Collins, Director of Experience Design and Implementation, BECU

Geriel Thornburg May, Director, Customer Experience, Genworth Financial

Given the growing importance of CX as a brand differentiator, companies are continuing to place
a greater emphasis on the customer experience. The buy-in is there (and where possible the investment dollars are flowing). But, a main challenge remains achieving internal alignment to CX priorities because, especially in financial services, each company seems to have the responsibilities of CX sitting in a different place. Some companies have an enterprise wide CX team that sits just below the c-suite, while some companies have a CX head in each individual line of business. Sometimes CX sits within marketing, while sometimes it sits within IT. Despite the fact that CX should be something that is every department’s responsibility, if there is no central body that oversees communications between the different silo-ed departments that work on cx (like an enterprise wide CX team, or a CX council or advisory board), it will be hard to achieve a holistic view of the customer and streamline brand experience. During this session, our group of panelists will discuss:

·· How far along on the maturity curve their organization is in terms of CX?

·· Is CX centralized or decentralized?

·· How the function of CX was created and perhaps changed in recent years

·· If decentralized:
              ·· What department CX is housed in?
              ·· Are there advocates or CX team leads across the organization?

·· If Centralized:
              ·· Are there strategic, operational and design functions within the enterprise CX team?

·· In an ideal world, where do you  think CX should sit, given the unique nature of the role?
 Pamela Wong
Pamela Wong
AVP, Corporate Strategy
Manulife

 Stacey Collins
Stacey Collins
Director of Experience Design and Implementation
BECU
Stacey Collins leads BECU’s Experience Design and Implementation team comprised of member experience project management professionals and experience training coaches providing focus, prioritization, execution and accountability for addressing the largest/most impactful experience gaps in an effort to further elevate the value of membership at BECU, ...[Read More]

 Geriel Thornburg May
Geriel Thornburg May
Director, Customer Experience
Genworth Financial

10:20 AM Connecting Head and Heart: Infusing Your CX Strategy with Design Thinking

Mike Rehorst, Director of Client Experience Strategy & Design, Northwestern Mutual

During this session, Mike Rehorst will guide us through how to get started with design thinking. He will get to the fundamentals involved with implementing design thinking strategies, including the following:

·· Developing your strategy
·· Aligning leadership
·· Understanding customers (especially unspoken unarticulated needs)
·· Innovating and designing solutions
·· Driving culture change around design
 Mike Rehorst
Mike Rehorst
Director of Client Experience Strategy & Design
Northwestern Mutual
Mike has extensive experience launching and incubating strategic capabilities. After playing a key role in establishing Northwestern Mutual's cx strategy, his current challenge is to introduce design thinking to his organization. Prior to this role, he led the lean/agile transformation of Northwestern Mutual's software development practice. ...[Read More]

10:40 AM Morning Refreshment & Networking Break

Take a quick 30 minute break to stretch your legs and refuel with coffee and snacks. Come back to the session room ready for more insights from the top minds in CX!

11:10 PM PANEL: Prioritizing Your CX Initiatives: Road-Mapping Short and Long Term Projects

Tilak Joshi, VP, Digital Customer Experience, American Express

Nicole Moldovan, Head of Digital Differentiation and Customer Experience, AXA

Cameron Park-Hur, Director, Customer Experience Research And Usability, Bank of the West

Jim Reitz, SVP, Customer Engagement, OpinionLab

An effective CX strategy takes up a lot of resources, such as technology spend and talent. And sometimes those resources can be scarce. How do you best allocate those resources to projects in your pipeline? Join this panel to hear how this group of top cx strategists are mapping out their
projects based on customer need and organizational resources. Panelists will discuss the following:

·· Identifying top pain points through continuous feedback monitoring to know what experiences you should be working on improving
·· Knowing the budget you have and understanding it’s limitations
·· Identifying the easier fixes to go after now and create a map that strategizes how to attack the long term issues
·· What teams are involved in putting together your roadmap/who sees it and uses it once it is completed?
Tilak Joshi
VP, Digital Customer Experience
American Express

Nicole Moldovan
Head of Digital Differentiation and Customer Experience
AXA

 Cameron Park-Hur
Cameron Park-Hur
Director, Customer Experience Research And Usability
Bank of the West

Jim Reitz
SVP, Customer Engagement
OpinionLab
Jim leads the Financial Services practice at OpinionLab and has helped establish continuous customer listening programs with clients including Bank of America, Citi, Capital One, Chase, TD Ameritrade, USAA, and Vanguard.

For nearly a decade, he has been a passionate advocate in advancing OpinionLab’s unique approach to gathering cus
...[Read More]

11:50 AM Moving From Reactive to Proactive: Using Customer Data to Strategize and Implement Better Experiences

Kristen Korhonen, Customer Experience Director, BMO Financial Group

Given the staggering amount of data being collected from your customers, there should be something you can do to take that data and turn it into strategic prescriptive plans that will streamline the customer experience without the customer even knowing. Rather than just constantly reacting to complaints from your customers, this session will discuss how you can use big data to keep the complaints from happening at all by:

·· Looking at trends in your data to pinpoint where customers tend to need you most
·· Creating strategies around how to reduce customer effort in those areas
·· Designing new experiences with this data in mind to further alleviate pain points
·· What tools or programs can you be using to help pull data, analyze it and put strategies into action?
 Kristen Korhonen
Kristen Korhonen
Customer Experience Director
BMO Financial Group

12:10 PM WORKSHOP A: Mining VoC Data to Identify Top Pain Points

Kristin Julbert, Director Client Experience, BBVA Compass

A seamless customer experience across multiple touch-points will only be possible if financial services brands can create a single view of the individual customer. Given the amount of customer touch points, there is a staggering amount of data being collected from the customer at each one. The challenge then becomes taking this customer data and mapping out each customer’s history of interactions and preferences, thereby understanding the end-to-end customer journey and being able to meet them where they prefer to access your services.

·· Aggregating all of the data you have collected from surveys, social media, complaints, etc
·· Studying trends in how your customer reacts with you
·· Finding touch points that cause extra effort for the customer
·· Putting together an action plan or road map to address top issues
 Kristin Julbert
Kristin Julbert
Director Client Experience
BBVA Compass

12:55 PM Lunch For All Attendees


1:55 PM WORKSHOP B: The Process Behind Journey Mapping

During this hands-on workshop, Ben Hoffman of Hanover Insurance will walk the audience through how he analyzes the UX and CX initiatives he has in place at his organization. It is one thing to put a new strategy in place, but it is a completely separate challenge to measure how that particular strategy is working and understand whether or not a different route should be taken to overcome that particular obstacle. You will walk away from this workshop with some real life tools to take back to the office that will help you analyze your UX and CX efforts over the long term.

2:40 PM WORKSHOP C: A How-To Guide to CX/UX Analysis

Ben Hoffman, AVP, User Experience, Hanover Insurance

During this hands-on workshop, Ben Hoffman of Hanover Insurance will walk the audience through how he analyzes the UX and CX initiatives he has in place at his organization. It is one thing to put a new strategy in place, but it is a completely separate challenge to measure how that particular strategy is working and understand whether or not a different route should be taken to overcome that particular obstacle. You will walk away from this workshop with some real life tools to take back to the office that will help you analyze your UX and CX efforts over the long term.

 Ben Hoffman
Ben Hoffman
AVP, User Experience
Hanover Insurance
Ben Hoffman is currently the lead of the User Experience function at Hanover Insurance. His 29 years in user and customer experience have provided him the opportunity to work on a broad variety of initiatives and industries - from auto insurance quoting to health care to railroad yard management. He has extensive experience in starting and leading ...[Read More]

3:25 PM Afternoon Refreshment & Opening Networking Break in the Solutions Zone

Welcome to the kick of the CXFS solutions zone, which will serve as your “home base” for next two days. This is where you’ll enjoy bottomless coffee, soft drinks and snacks; learn about the latest cx tools and technology; and catch up with colleagues and peers!

4:05 PM CX Leaders Champagne Roundtable Discussions

Jon Rosenberg, Director, Client Experience Strategy, Prudential

Nicolas Petraglia, Sr. Manager of Customer Insights and Social Media, International Banking Contact Centres, Scotiabank

Mike Rehorst, Director of Client Experience Strategy & Design, Northwestern Mutual

Mazen Ghalayini, Senior Director, Customer Experience, West Monroe Partners

Leah McDormand, Customer Relationship Manager, UPS Capital

Janis Avila, Managing Director, Client Experience Manager, Union Bank

Sue Yasav, Vice President, Thought Leadership and Member Insights, Synchrony Financial

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 organizations are overcoming them. After 40 minutes, you’ll rotate tables and tackle a new topic with a new expert host.

1. CX and Social Media: Where do the two meet?
Nicolas Petraglia, Sr. Manager, Customer Insights and Social Media, Scotiabank

2. Getting Started With Design Thinking- Who Should You Turn To?
Mike Rehorst, Director Client Experience Strategy & Design, Northwestern Mutual

3. How to Reach Your CX Vision: Take First Step & Make a Plan
Leah McDormand, Customer Experience Manager, UPS Capital

4. Creating Customer Experience Personas
Adam Korman, Director of User Experience and Content, Acorns

5. Putting Banking Customers at the Center of Everything…one step at a time
Mazen Ghalayini, Senior Director, West Monroe Partners

6. Creating and Leveraging Customer Journey Maps
Jon Rosenberg, Director, Client Experience Strategy, Prudential Retirement

7. Using Customer Feedback to Implement CX Strategy
Sue Yasav, Vice President, Thought Leadership and Member Insights, Synchrony Financial

 Jon Rosenberg
Jon Rosenberg
Director, Client Experience Strategy
Prudential

 Nicolas Petraglia
Nicolas Petraglia
Sr. Manager of Customer Insights and Social Media, International Banking Contact Centres
Scotiabank
Ever since I can remember I have always been passionate about creating communities and bringing people together - both in person and/or through digital environments. In University it was being part of student council and projects that ultimately brought people together and generated buzz. As a teacher I wasn’t simply content with teaching in the cl ...[Read More]

 Mike Rehorst
Mike Rehorst
Director of Client Experience Strategy & Design
Northwestern Mutual
Mike has extensive experience launching and incubating strategic capabilities. After playing a key role in establishing Northwestern Mutual's cx strategy, his current challenge is to introduce design thinking to his organization. Prior to this role, he led the lean/agile transformation of Northwestern Mutual's software development practice. ...[Read More]

 Mazen Ghalayini
Mazen Ghalayini
Senior Director, Customer Experience
West Monroe Partners
Mazen Ghalayini is a senior director and leads West Monroe's Customer Experience practice in Chicago as well as the firm’s national CRM practice. Mazen has spent the last 15 years focused on enabling the sales, marketing and service functions at his clients to create more effective, profitable and engaged customer experiences. ...[Read More]

 Leah McDormand
Leah McDormand
Customer Relationship Manager
UPS Capital
Leah has been with UPS for 10 years and has held a variety of management positions across many different functions including Human Resources and Inside Sales. Currently, Leah is the Customer Relationship Manager for UPS Capital and is based in Atlanta, GA. In her current role, Leah manages the team that is responsible for front line customer servic ...[Read More]

Janis Avila
Managing Director, Client Experience Manager
Union Bank
Janis Avila serves as managing director and client experience manager for the Union Bank Consumer Lending Division and is responsible for the Division’s overall client experience strategy.  She partners closely with the bank’s Retail and Wealth client experience teams to provide impactful client experience initiatives that align with business objec ...[Read More]

Sue Yasav
Vice President, Thought Leadership and Member Insights
Synchrony Financial

5:25 PM Welcome Reception in the Solutions Zone

After a long day of learning and sharing, join us at the CXFS opening cocktail reception in the solution zone for some networking with new friends over cocktails.

6:25 PM End of Day One