customer delight by design - iqpc corporatechampagne roundtables: roundtable discussions are small...

Customer Delight By Design

June 14-16 bull Hilton New Orleans Riverside bull New Orleans LAcxfinancewbresearchcom

The Event For Customer Experience Innovators in Financial Services

June 14-16 Hilton New Orleans Riverside New Orleans LA cxfinancewbresearchcom cxfinance CXFS

22Welcome to the 2nd Annual CXFS Event

Our speakers are some of the greatest customer experience thought leaders alive today They will shift your paradigms challenge your assumptions and spark new insights

Customer experience is a close-knit community of innovators Meet new friends trade business cards and make the connections that will accelerate your career

Wersquore only human long presentations put us to sleep Our speakers have just 20 minutes to pack in as much discovery innovation data and actionable insight as possible

CXFS brings together over 200+ financial services executives to discuss customer experience design culture and innovation With an exciting new venue and 75 new speakers 2016 is not to be missed


Learn More Faster

Make New Friends

Get Inspired


3Just a few of our featured speakers

Luvleen Sidhu Chief Strategy and Marketing Officer BankMobile

Chris Geganto Director of Purpose Activation and Experience Design SunTrust

Joan Pepper Former AIG Director of Customer Experience Certified CX Consultant

Jason Huffman Vice President Director of Customer Experience Union Bank amp Trust

Suzie Asmar OrsquoGuin Vice President Client Insights amp Analysis Manager Wells Fargo Advisors


44Introducing Your 2016 Speaker Faculty


Geriel Thornburg May Director of Customer Experience Genworth Financial



Heidi Munc AVP User Experience Nationwide

Janis Avila Head of Client Experience Residential Lending MUFG Union Bank

Kristin Julbert Head Of Client Experience BBVA Compass

Stacey Collins Director of Experience Design and Implementation BECU

Rick Crump Former Head of Customer Experience at Lincoln Financial CX Expert

Anish Shah Head of Customer Engagement eTrade


Jason Mowery Director User Experience Nationwide

Leah McDormand Customer Experience Manager UPS Capital

Pamela Wong AVP Corporate Strategy Manulife

Karen Pascoe Group Head Emerging Design MasterCard

Tilak Joshi VP of Product American Express


Adam Korman Director of User Experience and Content Acorns

Nicolas Petraglia Sr Manager Customer Insights and Social Media Scotiabank

Lori Garcia Vice President Member Service Experience SchoolsFirst Credit Union

Mike Rehorst Director Client Experience Strategy amp Design Northwestern Mutual

Kristin Korhonen Director Customer Experience Insights BMO Harris

Stephanie Pendolino Director ndash Customer amp Agent Insights Western Union

Nicole Moldovan Head of Digital Differentiation and Customer Experience AXA-Equitable

Ben Hoffman AVP User and Customer Experience Hanover Insurance

Tammy Gennusa SVP Corporate Brand Manager Fidelity Bank

Jon Rosenberg Director Client Experience Strategy Prudential Retirement



Justin Hunsaker Business Director Small Business Banking ampCustomer Experience Capital One

Cameron Park-Hur Head of Customer Experience Digital Channels Bank of the West

Shir Skolnik Member Experience Lead Credit Karma

Jason Farrell Customer Experience Lead Capital One

Lisa Lauroesch Section Chief Consumer Response CFPB

Evan Gerber VP of Mobile Fidelity Investments

Sue Yasav Vice President Thought Leadership and Member Insights Synchrony Financial

Elaine Podulka Member Support Manager Credit Karma

Stu Siegal Director amp Executive Producer VideoLink Creative Services VideoLink LLC Pending Corporate Approval

Matt Inman Sr Director of CX Strategy amp Design MaritzCX

Jeremy Roberts WW Program Lead Customer Analytics IBM Commerce IBM

Jim Reitz SVP Customer Engagement OpinionLab

Mazen Ghalayini Senior Director of Customer Experience West Monroe Partners

Stacey Nevel Director Voice of the Customer Consulting Confirmit

Brendan McGuire Director Business Development Clarabridge


66Who Will You Meet

What our attendees have to say about CXFS Financial Services Executives Who Specialize In

middot CustomerClient Experience

middot Customer ServiceSupport

middot Marketing

middot HROrganizational DevelopmentTraining

middot Customer InsightAnalytics

middot Operations

Financial Services Companies Include

middot Retail Banking

middot Commercial Banking

middot Wealth Management

middot Credit Unions

middot Credit Cards

middot Insurance Companies

middot Industry Disruptors

ldquoCXFS was a great event for an overview of CX practices within Financial Services Irsquod highly recommend it for any new practitioner to the industryrdquo

- Justin Hunsaker Business Director Capital One

ldquoExcellent sharing of information - very helpful to those at beginning of the processrdquo- Penny Steckly Director Client Relations Manulife

ldquoGreat sessions big enough for variety of topics and clients but not SO big that I felt like I missed out on topics or networking chancesrdquo

- Gary Selinger Client Success Director MaritzCX

ldquoGreat opportunity to connect with other CX professionals and learn from their successesrdquo

- Stacey Collins Director of Experience Design and Implementation BECU

ldquoSuper conference Will definitely attend againrdquo- Angela Baughman Bank Manager-Digital State Farm Bank

Specific titles include

middot Chief Customer Officer or Chief Experience Officer

middot VP SVP EVP AVP Director of


middot CustomerConsumer Insight

middot Customer Success

middot Customer Centricity

middot Customer Strategy

middot Customer Loyalty

middot Customer Analytics

middot User Experience

middot Digital Experience

middot Design


77Map Out Your CXFS Experience

Day OneCustomer Experience Today Mastering and Maintaining Core CX Principles

Day TwoCustomer Experience Tomorrow Leveraging Fundamentals to Take The Next Step

Day ThreeThe Future of CX Planning to Meet The Expectations of Your Customer in 2025

Industry Specific Boardrooms

2 interactive workshops centered on topics such as performing a CXUX analysis and mining VoC data to analyze top pain points

Hear from Bank of America BMO Harris and BBVA Compass

Guest Speaker Mark Romig President and CEO of New Orleans Tourism Marketing Corporation and the Voice of The New Orleans Saints

Champagne Roundtable Discussions

Case studies from Wells Fargo Advisors MasterCard and Union Bank


Guest Speaker Joan Pepper Former AIG Director of Customer Experience Certified CX Consultant

Case Studies from BankMobile American Express Nationwide and eTrade

CXFS 2016 Takeaway Session 20 Takeaways in 20 Minutes

A vertical specific facilitated strategy discussion focused on addressing challenges and sharing lessons learned Boardrooms will be available for B2B Financial Services Retail Banking Credit Union and Insurance These sessions will take place concurrently with regular sessions

Tuesday June 14th1105-1205PM B2B Financial Services Private Boardroom

1205PM-105PM Retail Banking Private Boardroom

Wednesday June 15th1110AM-1205PM Insurance Private Boardroom

1205PM- 105PM Credit Union Boardroom

Pending Attendee Interest


88An Interactive Learning Experience

Presentationkeynote a short sharp TED-style presentation focused on a specific case study or customer experience story to highlight the speakerrsquos expertise on a particular topic

Panel a 40 minute interactive moderated discussion on stage featuring 3-4 panelists and audience QampA throughout Therersquos no presentation or PowerPoint slides needed

Workshop a 50 minute deep-dive into a particular topic led by a facilitator and featuring hands-on activities andor group work

Champagne roundtables Roundtable discussions are small peer-led group discussions on a niche topic The discussions are 2 40-minute rotations meaning after 40 minutes all the attendees switch tables and select a new table to sit at for the second 40 minutes

Innovation spotlight a 10 minute rapid-fire presentation led by a solution provider highlighting the latest in CX design and technology

Case study revolution The speaker will give a roughly 20 minute case study on how theyrsquove gone about tackling a particular CX challenge The remaining 20 minutes will have the attendees sharing their successes or challenges with the room helping those with challenges solve them together

Fireside chat an informal interview-style session with a chance for the audience to ask questions of a C-level executive

At CXFS you will not just be sitting at a table listening to people talk at you for three days There are a variety of session formats in large medium and small groups that allow you to participate so that you never feel like youre overwhelmed or bored by the agenda Heres just a sampling of all the ways you can interact at CXFS


9

800 Continental Breakfast amp Registration

835 Welcome Remarks Elizabeth Robillard

Event Director CXFS

840 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 yoursquoll determine your most pressing business matter for 2016 Find others who also share that pain point and for 10 minutes chat in your group before a new set of challenges is displayed 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

850 Chairpersonrsquos Opening Address Mazen Ghalayini

Senior Director of Customer Experience West Monroe Partners

900 Cultivating A Customer-Centric Culture Through Hiring and Training The Right People

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 companyrsquos 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

middot Putting together an ideal candidate profile based on your customer experience goals and brand story

middot Ensuring a smooth onboard of new hires with proper training that instills your commitment to the customer

middot Reevaluating current culture internally and identify ways to teach and train customer experience not just on the frontlines but also in the back office


940 How to Reach Your CX Vision Take First Step amp Make a Plan

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 amp Roadmap that will transform the way they engage their customers

In this keynote Leah will discuss

middot Financial industry trends that influence CX

middot UPSCrsquos planned evolution from separate Voice email and Web Channels to Omni-channel

middot Financial benefits of an Omni-Channel Customer Strategy

middot How to manage your workforce create a unified view of the customer and optimize data analytics for the Omni-Channel


1000 PANEL Where Should Customer Experience Sit At Your Organization

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 departmentrsquos 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

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

middot Is CX centralized or decentralized

9Customer Experience Today Mastering and Maintaining Core CX PrinciplesTuesday June 14th 2016


10Day One Customer Experience Today Mastering and Maintaining Core CX Principles

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

middot If decentralized

middot What department CX is housed in

middot Are advocates or CX team leads across the organization

middot If Centralized

middot Are there is strategic operational and design functions within the enterprise level CX team

middot In an ideal world where do you think CX should sit given the unique nature of the role




1020 Connecting Head and Heart Infusing Your CX Strategy with Design Thinking

Get to the fundamentals involved with implementing design thinking strategies including the following

middot Develop your strategy

middot Align leadership

middot Innovate and design solutions

middot Drive culture change


1040 Morning Refreshment amp Networking Break

1110 Consolidating Text And Voice Analytics To Identify Friction in the Customer Experience

Capturing and analyzing various types of unstructured data (social surveys agent notes escalations) is a critical customer feedback component In this session Kristen Korhonen will walk you through the process for capturing insights from text voice and other sources to help reveal the root cause of customer issues Learn how to

middot Integrate data from multiple sources including speech and text in order to validate and prioritize

middot Understand how structured and unstructured data can work together

middot Operationalize text analytics to take action


1130 PANEL Prioritizing Your CX Initiatives Road-Mapping Short and Long Term Projects

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

middot Identifying top pain points through continuous feedback monitoring to know what experiences you should be working on improving

middot Knowing the budget you have and understanding itrsquos limitations

middot Identifying the easier fixes to go after now and create a map that strategizes how to attack the long term issues

middot What teams are involved in putting together your roadmapwho sees it and uses it once it is completed





1210 WORKSHOP A Mining VoC Data to Identify Top Pain Points

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 customerrsquos 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

middot Aggregating all of the data you have collected from surveys social media complaints etc

middot Studying trends in how your customer reacts with you

middot Finding touch points that cause extra effort for the customer



middot Putting together an action plan or road map to address top issues

Kristin Julbert Client Experience Director BBVA Compass

1255 Luncheon For All Attendees

155 WORKSHOP B The Process Behind Journey Mapping

Rick Crump Former Head of Customer Experience Lincoln Financial CX Expert

240 WORKSHOP C A How-To Guide to CXUX Analysis


325 Afternoon Refreshment amp Opening Networking Break in the Solutions Zone

Welcome to the kick of the CXFS solutions zone which will serve as your ldquohome baserdquo for next two days This is where yoursquoll enjoy bottomless coffee soft drinks and snacks learn about the latest cx toold and technology and catch up with colleagues and peers

405 CX Leaders Champagne Roundtable Discussions (10 Tables in Total)

At CXFS yoursquore in control Get involved in our unique open-mic peer-to-peer tables for the best conversations yoursquoll have all year Talk about your key challenges and hear how other organizations are overcoming them After 40 minutes yoursquoll 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 amp Design Northwestern Mutual

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

4 Putting Banking Customers at the Center of EverythinghellipOne Step at a Time Mazen Ghalayini Senior Director Customer Experience West Monroe Partners

Jackie Howard Director of Strategic Initiatives Sandy Spring Bank

5 Creating and Leveraging Customer Journey Maps Jon Rosenberg Director Client Experience Strategy Prudential Retirement

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

525 Welcome Reception in the Solutions Zone

625 End Of Main Day One


Explore New OrleansNew Orleans neighborhoods are where the culture and creativity of the Crescent City come to life From the historic French Quarter to the elegant Garden District to the music-filled Marigny- there is great food music and more to be found all across the city Take a stroll downtown to the Warehouse District for the best cocktail bars in New Orleans Drop by Bourbon St at the heart of the French Quarter and experience some of Americarsquos most vibrant night life at the streetrsquos famous jazz clubs upscale lounges and historic restaurants


13

800 Continental Breakfast amp Registration In The Solutions Zone


Event Director CXFS

845 Chairpersonrsquos Opening Address

855 Making or Breaking the Client Experience Building a Program for Financial Advisors

Through the Client Listening Program Wells Fargo is providing financial advisors tools and a robust support network for deepening their client relationships through meaningful dialogue At the heart of the program is a highly actionable survey which helps financial advisors measure and address their performance across key drivers of client loyalty and satisfaction while providing clients an additional avenue for sharing their needs and preferences Join this session to hear more about how Suzie Asmar OrsquoGuin and her team got this program off the ground


915 Guest Speaker Low Cost Quick Wins to Further Your CX Initiatives

Not everything your CX team does needs to involve expensive technology and other precious resources Many strategic moves can be made to further your CX agenda without spending too much This creates value for your company without asking for too much from your c-suite Join this session presented by CX Consultant and Former Head of Customer Experience at AIG Joan Pepper who will discuss some of the ways to implement low cost wins to better your customer experience efforts


945 How to Evolve Your CX Maturity

Whether yoursquore just getting started with your CX efforts or have a well-developed CX program it is important to understand your organizationrsquos CX maturity This presentation introduces tips and best CX practices that can help businesses of all levels improve their customersrsquo satisfaction and loyalty and subsequently move the needle on the CX maturity scale You will

also discover elite techniques designed to help your firm achieve short-term financial results while laying the foundation for long-term customer retention and business success

Attend this event and learn how to

middot Analyze the MaritzCX Customer Experience Self-Assessment

middot Identify customer-focused actions that make a difference and place emphasis on them in your program

middot Drive greater organizational focus and commitment with linkage analysis

Speaker to be named Maritz

1005 MasterCardrsquos Journey to Customer Centricity Where Are They Now

Karen Pascoe SVP - Group Head User Experience MasterCard

1025 Morning Networking Break in the Solutions Zone

1105 CXFS Benchmarking Study

1110 PANEL Creating Emotionally Engaging Experiences Using The Power Of Storytelling

Creating genuine emotional connections with your clients and customers is not only key to driving

loyalty but itrsquos also essential in creating brand advocacy and passion Transparency and authenticity sound simple enough to achieve yet countless financial services brands still struggle in this arena This session will articulate how customer experiences and effective brand story telling can become your organizations key differentiator Panelists will discuss the following questions

middot How can you map the emotional connections that a customer has with your brand

middot What impact does story telling have on these emotional connections middot Does experiential story telling

actually resonate with customers middot Can you measure a customers

emotional connection and use that metric to further your cx agenda

middot How do you use storytelling and emotional connections to improve customer experiences

Stu Siegal Director amp Executive Producer VideoLink Creative Services VideoLink LLC



13Customer Experience Tomorrow Leveraging Fundamentals to Take The Next StepWednesday June 15th 2016


14Day Two Customer Experience Tomorrow Leveraging Fundamentals to Take The Next Step

1145 Moving From Reactive to Proactive Using Customer Data to Strategize and Implement Better Experiences

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

middot Looking at trends in your data to pinpoint where customers tend to need you most

middot Create strategies around how to reduce customer effort in those areas

middot Design new experiences with this data in mind to further alleviate pain points

middot What tools or programs can you be using to help pull data analyze it and put strategies into action

Janis Avila Managing Director Client Experience Manager MUFG Union Bank

1205 Understanding the Consumer Complaints Database


1225 FIRE-SIDE CHAT Trends in Social Media for Customer Care How to Take the Next Step


1245 Crafting Visionary Customer Experience Through Design Thinking middot How do you get started Who are

the right people to get involved with design thinking

middot What are the steps to take in the process of design thinking

middot How do you keep the momentum of design thinking going considering the cross-departmental coordination it involves

Chris Geganto FVP Director of Purpose Activation and Experience Design ndash Marketing SunTrust Bank

115 Lunch for All Attendees

205 Spreading the News Training Your Organization on CX Best Practices

Making sure your organization is aware of the efforts that you are making to further cx is an important step Every department across all organizations should know what

you are working on so that they can begin to implement cx best practices in their arena as well During this session Jason Huffman of Union Bank and Trust will walk attendees through

middot How to establish training programs on key CX principles that can be taken by any one at the organization

middot Identify business leaders in various departments to take these trainings first so they can act as ambassadors for customer experience efforts and lead the charge for the rest of the company to get involved

middot Provide actionable takeaways from these trainings so that those who have gone through it can make new strides for customer experience in their departments right away


225 What Does Your CX Measure Really Mean

Justin Hunsaker Business Director Small Business Strategy and Customer Experience Capital One

245 PANEL Happy Employees = Happy Customers Nurturing Your People to Provide Exemplary Experiences

Happy and engaged employees are the keys to success when it comes to customer experience You could put all the strategy in the world in place to bolster cx but when it comes down to it your employees are the ones that can make or break an experience for your customer Join this panel session to learn how to

middot Enable your employees in frontline and back office areas with tools to be focused on CX

middot Identify leaders in CX across the organization and reward them for their efforts

middot Providing mentorship and coaching for employees to continually ensure their commitment to your CX efforts







320 Afternoon Refreshment amp Networking Break In The Solutions Zone

400 CX Leaders Champagne Roundtable Discussions (10 tables total)At CXFS yoursquore in control Get involved in our unique open-mic peer-to-peer tables for the best conversations yoursquoll have all year Talk about your key challenges and hear how other organizations are overcoming them After 40 minutes yoursquoll rotate tables and tackle a new topic with a new expert host

1 Omni-Source CEM PlanningBrendan McGuire Area Vice President Clarabridge

2 Creating Customer Experience PersonasAdam Korman Director of User Experience and Content Acorns

3 How to Evolve Your CX MaturityMatt Innman Sr Director of CX Strategy amp Design MaritzCX

4 Low Cost Quick Wins to Further Your CX InitiativesJoan Pepper Former AIG Director of Customer Experience Certified CX Consultant

5 Fostering a Customer-Centric CultureShir Skolnik Member Experience Lead Credit Karma

520 Networking Cocktail Reception in the Solutions Zone

620 End Of Main Day Two


16

815 Continental Breakfast In The Solutions Zone


Program Director CXFS


910 How Branchless Banking Will Revolutionize the Future of CX in the Financial Services Arena

Luvleen Sidhu is the Co-Founder and Chief Strategy and Marketing Officer at BankMobile Americarsquos first absolutely fee-free bank aimed at helping the underbanked millennials and middle income Americans have an affordable effortless and financially empowering banking experience During this session she will be discussing how branchless banking will change the face of

financial services


930 Say No to Silos Perfecting Your Customerrsquos Omni-Channel Journey

There is an ever widening array of ways customers today can interact with a brand When it comes to financial services a customer can phone into your call center take money from an ATM check their balance on their laptop transfer funds on their cell phone and deposit money in person at a branch to name a few They expect the experience across all of these touch-points to be consistent and seamless How can this experience be seamless if the internal departments that have control over each experience are siloed and donrsquot work with each other to coordinate the whole customer journey Join this session led by Tilak Joshi of American Express to see how he and his internal colleague are collaborating on CX by-

middot Pinpoint the internal departments you need to collaborate within in order to have an end to end picture of your customer

middot Build relationships with these business partners and department heads in order to understand their priorities and help them understand yours

middot Instill the importance of customer experience across the organization with trainings and CX advocates Create common objectives and organizational goals


930 Going Global How to Partner Internationally for a Joined Up CX Strategy

If you are a global bank with operations in hundreds of countries across the world the prospect of keeping the customer experience streamlined becomes quite daunting Each country will have itrsquos own banking regulations that outline what you can and canrsquot do in regards to your customer and of course each country has itrsquos own cultural differences that will result in different needs and wants by your customer And finally how do you pick the right technology vendor to work with in another country and make sure that they understand your companyrsquos commitment to customer centricity Join this session led by Pamela Wong of Manulife to hear more about how to begin looking at your CX strategy through a more global lens


950 PANEL Making Mobile Your Champion Channel

Creating impactful experiences in the mobile space is no easy task Organizations are creating one-off mobile strategies without first considering why people need mobile in the first place How are people engaging on mobile and for what reasons How will people use mobile in the future This panel will explore the best ways to use the mobile channel as part of the omni-channel customer experience and how you can prepare for customer expectations for mobile in the future

middot How are customers interacting with you on their mobile devices

middot How will people be able to use their mobile devices in the future

middot What would be involved in designing all of your experiences around the mobile experience

middot What new business partners and advocacy would you need to accomplish this culture shift

Ramy Serageldin COO Moven

16The Future of CX Planning to Meet The Expectations of Your Customer in 2025Thursday June 16th 2016


17Day Three The Future of CX Planning to Meet The Expectations of Your Customer in 2025



1025 Fail Fast The Effect of Innovation Labs and Rapid-Prototyping on Customer Experience on Banking middot How are financial institutions

applying lean start up best practices to their product ideation

middot Looking at the ways that financial institutions are by-passing one to two year product development cycles for shorter prototyping sprints

middot How FIrsquos can be using innovation labs to bring customer insight into these agile product development cycles

middot Potential drawbacks and challenges that present themselves when larger unwieldy companies try to operate this way


1045 Morning Refreshment amp Networking Break In The Solutions Zone

1115 FIRE-SIDE CHAT Creating Personalized Experiences without the Creep Factor

Customers want their preferences to be known in whatever channel they interact with a brand in And they expect to see the information and products they want where they want to find them The instinct top brands have is to use the data they have gathered on their customers to personalize experiences but how far is too far when it comes to personalization Join this session to hear more about

middot Where do you get started on personalization

middot How can you use CRM tools to further this goal Are there other tools that would work better

middot What is the balance between personalizing and crossing privacy lines into creepiness

middot When would customers prefer to come to you rather than having you come to them with special offers and further communications


1135 PANEL Irsquoll Be There For You Or Will I Listening and Responding to Your Customers on Social Media

Customers today are loud There are so many ways for customers to voice their opinions about a brand and not only do they want to be heard they also want to be responded to Join this session to hear more about how our panelists are leveraging social media to get in on the conversation their customers are having about them and creating brand advocates

middot Knowing what your customers are saying and where they are saying it

middot Identifying what social channels have the most impact on your brand and make the most sense for you to monitor

middot Going from aggregating customer feedback to engaging in conversations with them

middot Meeting your customers everywhere they are 247



1215 Innovation Framework for Driving CX Transformation

Avis Faldu Vice President of Customer Experience ADP

1235 CXFS Wrap-Up ReportmdashTop 20 Take-aways in 20 Minutes

With three days filled with sessions how can you ensure that you walk away with a few ldquogolden nuggetsrdquo to take back to your organization This session will help synthesize some of the key take-aways and provide you with a customer experience toolkit to implement upon your return to the office

100 End of CXFS and Lunch For All Attendees


Hilton New Orleans Riverside

Hilton Riverside New Orleans2 Poydras StreetNew Orleans LA 70130(504) 561-0500hiltoncom

CXFS will be taking place at the Hilton Riverside in downtown New Orleans a world-class hotel just minutes on foot from Bourbon Street the French Quarter and Harrahrsquos Casino as well as shopping dining and countless other things to do

Preferential Room Rates Once you have booked and paid for your conference registration you will receive the preferential booking email from our customer service department To register for the event click ldquoregister nowrdquo or contact customer service at 646-200-7530 For any questions on preferential room rates please contact Caitlin Vance at caitlinvancewbresearchcom once you have booked and paid for your conference registration

Venue amp Accomodation


19About Our Lead Sponsors MaritzCX

MaritzCXtrade believes organizations should be able to see sense and act on the experiences and desires of every customer at every touch point as it happens The company helps organizations increase customer retention conversion and lifetime value by embedding customer experience intelligence and action systems into the DNA of business operations Ultimately we want to be your preferred customer experience outcomes partner The company specializes in solutions for key industries including automotive financial services technology B2B healthcare retail and many more MaritzCX is the combination of the Allegiance award-winning CX platform and Maritz Research strategic consulting services wwwmaritzcxcom

OpinionLab

OpinionLab is a high-growth SaaS provider of continuous Voice of Customer listening solutions that drive smarter real-time business action to deliver a high quality and consistent Customer Experience The worldrsquos largest brands including 4 of the top 5 US retailers 8 of the 10 largest American banks the 5 largest US insurance companies and 3 of the top 4 US airlines use OpinionLab to optimize Customer Experience and drive engagement across channels For more information visit opinionlabcom

PTP

PTP partners with you to develop and implement customer experience solutions that transform how you engage your customers Our professional services team brings over 20 years of deep diverse experience optimizing contact center solutions and business processes to breakdown silos and build customer connections so you can let customer loyalty and satisfaction drive revenue At PTP we engage in performance-based partnerships that allow us to marry customized strategy with best-in-class technology to achieve your strategic goals Visit us at wwwptpinccom

VideoLink

VideoLink is a leading provider of video production and video creative services to Fortune 500 and enterprise companies and institutions As your video marketing partner we help you discover new ways to use video communication to achieve better marketing results and help you produce flawless video content Our clients rely on us to simplify live TV appearances create results-driven video strategies and drive down the costs of in-house video production To learn more about VideoLink services and products call 617-340-4200 visit videolinktvcom and follow us videolinkllc

West Monroe Partners

West Monroe is a progressive business and technology consulting firm that partners with dynamic organizations to reimagine build and operate their businesses at peak performance Our team of more than 600 professionals is comprised of an uncommon blend of business consultants and deep technologists This unique combination of expertise enables us to design develop implement and run strategic business and technology solutions that yield a dramatic commercial impact on our clientsrsquo profitability and performance

Our customer experience team helps you identify customer experience initiatives that build customer advocacy strengthen your operating model and ultimately drive top-line revenue

Do you have a solution that could help top CX executives in Financial Services

Here are the top 5 reasons why CXFS is the leading forum to invest your marketing and business development dollars

middot Full exposure to over 150 potential buyers comprised of senior-level executives responsible for their companyrsquos strategy yoursquoll gain direct access to the senior decision makers leading the way in digital transformation

middot Extensive networking opportunities allowing for face to face customer contact and one to one meetings

middot Tailor-made sponsorship packages enable you to competitively position your company the way you want

middot Opportunity to promote your brand and align it with the other industry leaders participating in the conference

middot Increased flow of traffic through the solutions zone during breakfast networking breaks and receptions

Sponsorship and exhibiting opportunities are extremely limited

Contact Evan Speight at 646-200-7828 or evanspeightwbresearchcom


20About Our Media Partners

The BayPay Forum is an Innovation Accelerator based in Silicon Valley and focused on trends and innovations in the payment and commerce industry The BayPay Forum aims to connect payment professionals from startups and more established companies on a variety of topics including mobile and social commerce wallets loyalty authentication cybercrime digital media entertainment through personalized face-to-face forum and panel discussions

Celent is a research and advisory firm dedicated to helping finan cial institutions formulate comprehensive business and technology strategies Celent publishes reports identifying trends and best practices in financial services technology and c onducts consulting engagements for firms looking to use technology to enhance exist ing business processes or launch new business strategies

CMSWirecom publishes daily news analysis interviews and best practices focused on Customer Experience Management Digital Marketing Social Business and Enterprise Information Management Follow us on Twitter cmswire or join our mailing list for access to exclusive reports white papers and webinars

CRMXchange is a premier web site dedicated to providing information in an interactive environment for CRMContact Center professionals The site offers white papers newsroom monthly columns a showcase for products and services for the industry and free webinars on a variety of CRM and Contact Center issues httpwwwcrmxchangecom

The Customer Experience Professionals Association is the premier global non-profit organization dedicated to the advancement and cultivation of the Customer Experience profession We increase the impact and visibility of Customer Experience professionals facilitate effective member-to-member sharing and establish respected standards

Mercator Advisory Group is the leading independent research and advisory services firm exclusively focused on the payments and banking industries We deliver pragmatic and timely research and advice designed to help our clients uncover the most lucrative opportunities to maximize revenue growth and contain costs Our clients range from the worldrsquos largest payment issuers acquirers processors merchants and associations to leading technology providers and investors We also publish the online payments and banking news and information portal PaymentsJournalcom

Visibility Magazine founded in 2007 has become the guide to latest trends in internet marketing Visibility conducts interviews with CEOs shares opinions reviews products and provides a wealth of information about the movements in the industry Additionally Visibility will reach many fringe businesses that may have been contemplating entering or expanding their Internet marketing campaigns Visibility is published quarterly and covers a wide range of topics including but not limited to organic optimization pay-per-click marketing website analytics affiliate marketing and press release distribution Visibility embodies high-quality content good sense superior taste and the character of conscientious journalism


21Registration Information

Pricing amp Discounts

Disclaimers

To qualify for the discounted rate you must currently work for a Financial Institution

If you work for a company that provides a solu-tion or service to a Financial Institution you do not qualify for this rate

Cancellation Policy Any cancellations received in writing not less than eight (8) days prior to the conference you will receive a 90 credit to be

used at another WBR conference which must occur within one year from the date of issuance of such credit An administration fee of 10 of the contract fee will be retained by WBR for all permitted cancellations No credit will be issued for any cancellations occurring within seven (7) days (inclusive) of the conference

Questions Give our customer service team a call at 6462007530 or email them at WBRCSwbresearchcom Hours of operation ndash Monday-Thursday 9am-530pm Friday 9am-5pm

Financial Institutions Solution ProvidersOthers

$2299Register by Sunday February 28 2016 - $1899 | Save $400

Register by Thursday March 312016 - $1999 | Save $300

Register by Sunday April 29 2016 - $2099 | Save $200

Register by Monday May 31 2016 - $2199 | Save $100

All interactive sessions

All meals and refreshments

All networking receptions

Access to speaker presentations post event

$3399



Access to buyers of your solutions


Group Discounts for Financial Services Executives

Groups of 2 15 off current discounted price

Groups of 3-4 20 off current discounted price

Groups of 5+ 25 off current discounted price

Register Now Register Now


22Welcome to the 2nd Annual CXFS Event

Our speakers are some of the greatest customer experience thought leaders alive today They will shift your paradigms challenge your assumptions and spark new insights

Customer experience is a close-knit community of innovators Meet new friends trade business cards and make the connections that will accelerate your career

Wersquore only human long presentations put us to sleep Our speakers have just 20 minutes to pack in as much discovery innovation data and actionable insight as possible

CXFS brings together over 200+ financial services executives to discuss customer experience design culture and innovation With an exciting new venue and 75 new speakers 2016 is not to be missed


Learn More Faster

Make New Friends

Get Inspired























































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Disclaimers















$3399
































































66Who Will You Meet




middot Marketing



middot Operations






middot Credit Cards























middot Design

































9



Event Director CXFS




























































































13



Event Director CXFS

















































































16







financial services



























































OpinionLab


PTP


VideoLink


























Disclaimers















$3399










































9



Event Director CXFS




























































































13



Event Director CXFS

















































































16







financial services



























































OpinionLab


PTP


VideoLink


























Disclaimers















$3399












































































13



Event Director CXFS

















































































16







financial services



























































OpinionLab


PTP


VideoLink


























Disclaimers















$3399



























































16







financial services



























































OpinionLab


PTP


VideoLink


























Disclaimers















$3399


















































OpinionLab


PTP


VideoLink


























Disclaimers















$3399






















Disclaimers















$3399










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