the event for cx innovators in financial services · the event for cx innovators in financial...

The Event for CX Innovators in Financial Services

July 17-19 2017 bull Renaissance Boston Waterfront bull Boston MAcxfinancewbresearchcom

As a CX professional in the financial services industry you are fighting the uphill battle of keeping clients satisfied winning new business amidst up-and-coming competition and promoting the importance of a strong CX strategy in your organization All while facing strict budgetary compliance and legacy system issues

At CXFS we face that battle head on together Started in 2015 as a natural outgrowth of the Next Generation Customer Experience (NGCX) conference series CXFS (Customer Experience for Financial Services) leverages over seven years of industry relationships to bring you a speaking faculty dedicated to revealing the whyrsquos and howrsquos behind the most innovative CX strategies in the world

What is

Why You Should Attend CXFS1

Interactive Sessions With brand new session

formats like our lsquoREMIXrsquo chats and lsquoTop Challenges Roundtable Discussionsrsquo it will be easier than ever to ask questions and get answers from not only our speakers but from the whole audience Our attendees bring a wealth of knowledge to the table and this yearrsquos program is centered around tapping into that collective expertise

2 Fresh New Content

This yearrsquos program will be focused on how to use data to predict a the ideal experience how to make your companyrsquos mission statement customer focused versus operations focused and how to connect with your customer through the right channel at the right time

3 Diverse Speaking Faculty

This yearrsquos speaking faculty spans across the entire financial services universe Speakers from banks wealth management firms credit cards companies insurance companies credit unions and some industry disruptors will be joining us to talk through their successes and lessons learned so there is guaranteed to be content for everybody in the finance world

4 Senior Level Attendees

With 250+ senior-level cx professionals onsite CXFS is large enough to meet a diverse range of new contacts and intimate enough to navigate the event access the attendees you want to meet and develop meaningful relationships

5 The RIGHT vendors

Limited vendor participation is curated by our team so that you can experience true peer-to-peer learning and networking as opposed to a series of sales pitches while still learning about the cutting edge technology

Consumer-centered design is nothing new but many companies are just learning how to apply it in their organization to improve customer experience Once you apply this methodology you can significantly reduce the failure of product or services that go to market and exceed customer expectations through incremental innovation Join this session to learn how to

HEAR LAUREN AT CXFS 2017bull Understand the framework methodology and

approach of consumer centered design

bull Learn the tools that you need to start using user-centered design

bull Hear common challenges and how to overcome them

Designing for GOOD

EXPERIENCES Not Reacting to Bad Ones

A UX Approach

JULY171140

AM

WITH

LAUREN PALMERSenior Director User Research

When CX becomes a major factor in the day to day operations of your business more often than not some data owners or process owners will feel possessive over their data and the way it is used Our panel will discuss how you can get data owners to help you and allow transparent access to their day to day operations so you can best streamline the customer experience

Join our panel of experts as they discuss

bull Discuss ideas for building trust among your companyrsquos data and process owners

bull How to get critical customer feedback to the appropriate teams within the organization

BUT THATrsquoS MY JOB Navigating Corporate Politics

to Streamline the Customer ExperienceWITH

DEBORAH CORNWELLProgram Director Employee Experience USAA

UTIBE BASSEY Director of Customer Experience MetLife

STACEY COLLINS Director Experience Design and Implementation BECU

BILL SCHIMIKOWSKI Vice President Customer Experience FidelityInvestments

PAMELA WONG Assistant Vice President of Corporate Strategy Manulife

WHAT YOUrsquoLL LEARN

JULY171000

AM

6

The Event for CX Innovators in Finance July 17-19 2017 Boston MA cxfinancewbresearchcom cxfinance CXFSREGISTER TODAY AND

SAVE WITH CODE CXFS-EARLY

6Speaking Faculty Is your company speaking at CXFS 2017 Get an additional 20 OFF when you register with code CXFS-SPEAKER

Gina Bhawalkar Director of Customer Experience Research VP Bank of the West

Lisha Davis Client Executive Flagship Services Vanguard Group

Anne Witherspoon SVP-Director of Treasury Management Operations Client Experience Advocate Texas Capital Bank

Alex de la Cruz VP of Member Experience First Tech Federal Bank

Drew Brooks VP of Digital Channel Strategy First Tennessee Bank

Natalie Higgins Senior Vice President - Director of Customer Experience- Consumer Operations Mortgage amp Commercial Banking Citizens Bank

Pamela Wong Assistant Vice President of Corporate Strategy Manulife

Deborah Cornwell Program Director Employee Experience USAA

Penny Steckly Program Director - Voice of the Customer Canadian Division Manulife

Sharon Scanlon Senior Vice President Head of RPS Customer Experience Lincoln Financial Group

Ben Hoffman AVP User and Customer Experience Hanover Insurance

Bill Schimikowski Vice President Customer Experience Fidelity Investments

Rich Dorfman VP of Marketing Eastern Bank

Shawn A Thomas Senior Vice President Service Experience Officer City National Bank

Stacey Collins Director Experience Design and Implementation BECU

Joyce Clark Sarnacki EVP Chief Customer Experience Officer Bangor Savings Bank

Karl Sharicz Customer Experience Analyst Eastern Bank

Joseph Whitchurch Head of Customer experience and Innovation - Small Business Card Capital One

Susan Fabry Director Analytics and Insights Sun Life Financial

Utibe Bassey Director of Customer Experience MetLife

Karen Behboudi Director Client Experience CI Investments

Heather Mills Digital Touchpoints Sr Analyst American Family Insurance

Valeska OLeary Director of User Experience Digital Strategy SallieMae

Mike Rehorst Director Client Experience Strategy amp Design Northwestern Mutual

REGISTER NOW

cxfinance CXFSThe Event for CX Innovators in Finance July 17-19 2017 Boston MA cxfinancewbresearchcomREGISTER TODAY AND


Speaking FacultyMargot Dear Senior Director of User Experience AVS ADP

Dan Long SVP Chief Experience Officer Newton Savings Bank

John Stillman Sr Member Insights Analyst BECU

Alan Bergstrom CMO Community Choice Credit Union

Natalie Wong Vice President Customer Experience Prudential Retirement Services

Amy Mendenhall VPCustomer Experience Strategy | Personal Banking UMB Bank

Lea Ammerman MBA Executive Vice President of Member Services Michigan State University Federal Credit Union

Fanette M Singer Senior Vice President Marketing CountryFinancial

Kishore Siva SVP amp Customer Experience Strategy Lead Wells Fargo

Roberto Petrillo Global Customer Experience - Loyalty Economics AIG

Lauren Palmer Senior Director User Research Paypal Tim Hong SVP of Marketing and Product MoneyLion

Eric VonDohlen Chief Analytics Officer Elevate

Michelle Burretta Senior Manager CX Genworth Financial

Lisa Church VP of Corporate Communications 1st Advantage Federal Credit Union

Tiffani Chambers Head of Client Experience Goldman Sachs

Peter Khanahmadi Sr Fellow for Service Design Consumer Financial Protection Bureau (CFPB)

Dan Roan Service Design Product Analyst Consumer Financial Protection Bureau (CFPB)

Jon Podolsky Vice President Experience Strategy and Service Design MadPow

Mike Kirkpatrick SVP Client Experience amp Strategy MadPow

7

Enjoy Modern Luxury on the Boston Waterfront

Luxury and convenience blend seamlessly here at the Renaissance Boston Waterfront Hotel At our conference venue yoursquoll experience outstanding amenities and impeccably appointed hotel rooms and suites many of which showcase sensational waterfront views of the bustling Seaport District

KeynoteCase Study A sharp 20 minute presentation focused on key take-ways for the audience

LIVE WITHhellip A 20 minute one-on-one discussion with an industry expert on a specific topic led by the dayrsquos chair

Panel A 30 minute interactive moderated discussion on stage featuring 3-4 panelists with QampA throughout

Workshops A deep dive into a top of mind topic involving a hands-on activity or small group work

ModeratorLedChampagneRoundtablesRoundtable discussions are small peer-led group discussions on a niche topic After 35 minutes you have the opportunity to sit at another table of your choice for a second discussion

Case Study REMIX A 20 minute success story or lesson learned style presentation followed by 10 minutes of audience discussion

Panel REMIX A 30 minute panel discussion followed by 10 minutes of audience discussion

TopChallengesRoundtableDiscussions Using the top challenges submitted by your peers during our day one morning ice breaker these free flow discussions will be your chance to take a deep dive into the specific areas you came to discuss You will have a chance to participate in two separate 30 minute discussions and tackle two challenges you face in your role head on

Agenda Key

10



10

DAY ONE Achieving a Holistic View of Your Customer Monday July 17th 2017 |

800 Continental Breakfast amp Registration

845 WelcomeRemarksampTopChallengesIceBreaker Elizabeth Robillard Event Director CXFS

900 ChairpersonrsquosOpeningAddress Chair to be named IBM

910 KEYNOTE MiningVoiceoftheCustomerDatatoPinPointFrictioninTheirExperience

Given the amount of customer touch points in financial services (ATM phone in branch online mobile) there is a staggering amount of data being collected from your customer at each one But none of this data is structured in fact much of it is unorganized and confusing to your employees Your challenge then becomes taking this customer data understanding how it all fits together 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 Join this session to hear more about how financial institutions can be

bull Aggregating all of the data you have collected from surveys VOC analytics call center logs etc

bull Pulling together a cross-functional team to map the customer journey using this data

bull Identifying touch points that are pain points for the customer bull Putting together an action plan or road map to address top issues


935 KEYNOTEDonrsquotLagBehindHarnessingPredictive Analytics

Once yoursquove pinpointed the friction in your customerrsquos experience your goal becomes creating a strategy to keep that friction from stalling other experiences in the future This session will look at how big data can help you predict your future customerrsquos experiences and move your CX strategy from reactive to predictive bull Looking at trends in your data to pinpoint where customers tend to need

you most bull Create strategies around how to reduce customer effort in those areas bull Design new experiences with this data in mind to further alleviate pain points bull Donrsquot fall into the old trap of customer experience and try to anticipate what

is coming from the customer bull What tools or programs can you be using to help pull data analyze it and put

strategies into action Joseph Whitchurch Head of Customer experience and Innovation - Small

Business Card Capital One

1000 PANEL REMIXButThatrsquosMYJobNavigatingCorporatePoliticstoStreamlinetheCustomerExperience

When you begin the process of instituting a customer first mindset into a company and CX starts to become a major factor in the day to day operations of your business more often than not some data owners or process owners will feel possessive over their data and the way it is used Our panel will discuss how you can get data owners to help you and allow transparent access to their day to day operations so you can best streamline the customer experience

bull Discuss ideas for integrating customer data from multiple sources bull How to get critical customer feedback to the appropriate teams within the

organization

11



bull How to get the rest of your company to act on customer feedback and make measurable changes to the customer experience






1050 MorningRefreshmentampNetworkingBreak

1120 lsquoLIVE WITHrsquo ButHowDidYouKnowThatCreatingPersonalizedExperiencesWithouttheCreep Factor

Todayrsquos customers are intrigued by personalized offers and experiences but only if they are presented in the correct way They are wary of their personal data being used as marketing tools and are especially skittish of their bank or insurance company offering up any of their information even if it would be very beneficial for them in the long run Compliance issues also make it hard to personalize experiences as every customer is supposed to be treated the same How do you begin to combat what seems like an impossible task Join this session to hear more about

bull Where do you get started on personalization bull How can you use CRM tools to further this goal Are there other tools that

would work better bull What is the balance between personalizing and crossing privacy lines into

creepiness bull When would customers prefer to come to you rather than having you come

to them with special offers and further communications Tim Hong SVP of Marketing and Product MoneyLion

1140 CASE STUDY REMIX Designing for Good Experiences NotReactingtoBadOnesAUXApproach

Consumer- centered design is nothing new but many companies are just learning how to apply it in their organization to improve customer experience Once you apply this methodology you can significantly reduce the failure of product or services that go to market and you will exceed customer expectations through incremental innovation Join this session to learn how to

bull Understand the framework methodology and approach to consumer-centered design

bull Learn the tools that you need to start using user-centered design bull Discuss potential challenges and how to overcome them

Lauren Palmer Senior Director User Research Paypal

1210 CASE STUDY EvolvingCustomerExperienceatScaleCommunicatingInnovationStrategiesinComplexFinancialOrganizations

For large financial organizations that provide multiple products and experiences creating a single unified member experience is difficult The customer knows the brand as one single entity but many different departments are required to deliver that experience This talk will discuss methods techniques and communication vehicles that serve to engage multiple product and individual experience owners towards a cohesive vision for customer experience Wersquoll show how we utilized technology and design artifacts to generate consensus and direction for a large matrixed financial organization



11


12



1235 CASE STUDY Integrating Disparate Data Points toAchieveOneHolisticViewofYourCustomer

If you are a financial institution it is likely that you have several places where you access customer data whether the systems are proprietary from APIs or gathered manually from other sources This is an especially hot topic now in the world of lending given the potential dismantling of Dodd Frank and the urgent need to give more Americans access to credit How do lenders decide where to get their data and how do they engineer that data to create a holistic view of a customerrsquos creditworthiness Join this session to hear more about

bull How do you begin to understand where the right customer data is located bull Looking at the tools that would be able to pull this data into one place for

you bull Engineering disparate data sets to create one holistic view of a customer

and using that data to provide the right product at the right time Eric VonDohlen Chief Analytics Officer Elevate

100 LuncheonForAllAttendees

Concurrent Workshops

Track A CX 101 (ForthoseeitherjustlearningaboutCXoroperatingCXataGrassrootslevel)

Track B CX Next Steps (Forthosewithc-suitebackingandanestablishedCXgovernancestructure)

200 WORKSHOP A JourneyMappingBasicsWhoWhatWhereWhenWhy

bull Learn the importance of mapping your customerrsquos end-to-end journey and begin to understand the basics of what goes into a workable journey map

bull Understand the tools needed to make a journey map along with who should be involved with the process

bull Identify the practical applications of journey mapping such as uncovering customer pain points and gaining c-suite buy-in

bull Acknowledge the need to continually journey map to keep up to date with how your customer interacts with your brand


WORKSHOP B LeanAgileFlexibleHowYourLegacyBrand Can Apply Startup Principles

Itrsquos not always easy for large and established companies to move quickly despite the threats from newer and more agile startup brands But if legacy brands canrsquot learn how to keep up with the times they will be left behind Join Margot Dear from ADP as she walks the audience through the following points bull How are companies applying lean start up best practices to their product

ideation bull Looking at the ways that legacy brands are by-passing one to two year produc

development cycles for shorter prototyping sprints bull How institutions can be using innovation labs to bring customer insight into these

agile product development cycles bull Potential drawbacks and challenges that present themselves when larger unwieldy

companies try to operate this wayMargot Dear Senior Director of User Experience AVS ADP

12


13



250 WORKSHOP CMakingYourMoveHowToPutTogetherAGrassrootsCXStrategyUsingCustomerData

Once yoursquove looked through it and understand where friction exists in the experience you provide how can you use your limited resources to pull together a CX strategy or initiative Join this workshop to learn more about bull Using your limited resources to effect change within your organization bull Moving past the what-ifrsquos that stand in your way bull Understanding that change is a process not an event

Michelle Buretta Market Research and Segmentation Manager Genworth Financial

WORKSHOP D Donrsquot Forget Your Journey Map Using YourMaptoEstablishLongTermCXInitiatives

Whether yoursquove mapped your customerrsquos journey once twice or 20 times the next step to journey mapping is making sure you are integrating what yoursquove learned into your long term strategy Join this workshop to learn how to- bull Use journey maps to articulate business strategy from the customerrsquos perspective bull Give you the tools you need to use these maps

If you are interested leading this workshop please be in touch with James Miguel at jamesmiguelwbresearchcom

340 AfternoonRefreshmentampOpeningNetworkingBreakintheSolutionsZoneJoin us for the opening of the solutions zone at CXFS 2017 and have a refreshment while taking what yoursquove learned so far on Day One

420 ModeratorLedChampagne RoundtableDiscussions

1 Using The Power Of Storytelling To Create Emotionally Engaging Experiences Penny Steckly Program Director - Voice of the Customer Canadian Division Manulife

2 Taking Risks in a Risk-Averse World Balancing Innovation with Compliance 3 RampD Measuring and Benchmarking Against Your Competition


4 Branch of the Future Understanding the Evolving Role of Your Brick and Mortar Outposts Lea Ammerman MBA Executive Vice President of Member Services Michigan State University Federal Credit Union

5 Centralized or Decentralized CX What Works Best Drew Brooks VP of Digital Channel Strategy First Tennessee Bank

If you are interested leading one of the available roundtables please be in touch with Evan Speight at evanspeightwbresearchcom or 646-200-7828

VIP THINK TANK ThePotentialforAIandMachineLearningin Financial Services CXDuring those closed door session at CXFS we will be discussing the ULTIMATE buzzwords AI technology and machine learning are helping financial services companies drive efficiency save money find new sources of revenue and create a competitive advantage Everything from robo-advisors that make intelligent decisions on what stock you should buy to powerful backend analytics processors that can predict your customers next move will be covered in this session Join your fellow senior level executives to have a real time chat surrounding the implications and opportunities that could come from this technologyAs a CXO or head of CX at your organization it is your responsibility to prioritize customer experience and promote a customer centric value proposition throughout your organization This is your opportunity to gain honest feedback debate strategic ideas and share high level insights in a closed door forumThis is an invitation only session If you wish to participate or would like to nominate yourself or a colleague please contact Elizabethrobillardwbresearchcom

530 WelcomeReceptionintheSolutionsZone630 End Of Main Day One

13


14



REGISTER NOW

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

Bring Your CX Team and Save

Industry Specific Meet-UpsTuesday July 18th 2017

Industry specific meet ups are your chance to meet with your industry peers to address challenges and share solutions and lessons learned Boardrooms will be available for insurance wealth management credit unions retail banking and B2B banking These will take place in the innovation hub concurrently with the regularly scheduled program on Day Two

1120AM-1215PM Insurance Meetup

1215PM-120PMWealthManagementInvestmentMeetup

215PM-300PMCredit Union Meetup Moderatedby LisaChurch VPofCorporateCommunications 1st Advantage Federal Credit Union

300PM-350PMRetail Banking Meetup

435PM-535PMB2B Banking Meetup



800 ContinentalBreakfastampRegistrationInTheSolutionsZone

840 WelcomeRemarksampIceBreaker Elizabeth Robillard Event Director CXFS

850 ChairpersonrsquosOpeningAddress If you are interested chairing this day please be in touch with Evan Speight at

evanspeightwbresearchcom or 646-200-7828

900 KEYNOTETheGospelofCXHowFirstTechFederalCreditUnionEstablishedaTopNotchCX Governance

Alignment around cx is the name of the game today You can complete all of the adhoc cx projects yoursquod like but without executive buy-in an executive budget and a top down acceptance of customer centricity at your organization you will never be able to move past basic cx strategies and achieve a holistic view of your customerrsquos journey Join this session to hear more about how to convince your superiors that cx IS the future We will be looking at

bull A few lessons learned from evangelizing the ldquooutside-inrdquo perspective bull Waging war on apathy exposing your gaps and creating a movement bull When ldquogoodrdquo simply isnrsquot enough and being your biggest critic

Alex de la Cruz VP of Member Experience First Tech Federal Credit Union

925 PANEL REMIX Organize It Fully Operationalizing CXWithinYourInstitution

While it may be easy to get some level of c-suite advocacy convincing your whole company to get onboard for your CX mission might be a bit more involved While 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 and your mission might not be as effective Join this session to hear about how to be operationalizing this concept within your institution Panelists will discuss

bull How to demonstrate the connection between cx and business outcomes bull Methods for encouraging true behavior change vs just paying lip service to

the idea of cx bull Deciding where CX should sit within your organization (centralized or de-

centralized) and what level of control you should have over design marketing and customer service

bull Foster continued support by showing a clear connection between CX improvements and business results






Great group great speakers and a great set of topics at a time of tremendous change and transformation in the world of retail financial services Recipe for the generation of ideas that will influence the path of retail financial services for decades to comeAlex Sion President amp Managing Director Movenbank

16

DAY TWO Establishing A Governance Around CX Tuesday July 18th 2017 |

17



1015 REGULATOR GUEST SPEAKERFromDiscoverytoPrototyping Best Practices for Instituting Design Thinking

The methodology of design thinking allows companies to put cx at the heart of their company by using what they know about their customers to design products that make the most sense for them This method begins customer feedback involves rounds of customer testing and ultimately is made to customer preference Join this session with two regulators from the CFPB who will not only be updating us on their consumer complaints platform but will be telling us how they redesigned it using customer data

bull How do you get started Who are the right people to get involved with design thinking

bull What are the steps to take in the process of design thinking bull How do you keep the momentum of design thinking going considering the

cross-departmental coordination it involves Peter Khanahmadi Sr Fellow for Service Design Consumer Financial

Protection Bureau (CFPB)


1040 MorningRefreshmentampNetworkingBreakInThe SolutionsZone

1120 CXFS2016BenchmarkingStudy

1130 CASE STUDY Using A Sense of Urgency to OvercomeAStaidCulture

There has never been a time when retail banks needed to differentiate themselves from incredibly stiff competition more than today Over the past 5 years in particular banking has become highly competitive ndash whereas traditionally people would choose a bank for life banks have become experts in making it as easy as possible for consumers to switch (eg by paying any

associated fees levied by the previous bank) There are also many small agile companies that just solve one piece of the banking puzzle that are coming in the industry to take interactions away from banks (think TransferWise) Every person that uses transferwise to transfer money instead of their bank costs their bank that transfer fee And customers are expecting their bank to be as effortless for them to interact with as their interactions with Amazon How do you use these truths to put a bit of fire under the feet of your more stalwart colleagues Join this session to hear

bull How to inspire your company to move customer experience to the center of every decision using urgency

bull Understanding that change starts from the top and executives must be on board for this transition for it to stick

bull Discuss how cross functional teams better serve customers by working together

bull Re-evaluating your mission statement to make sure customers are at the center


1155 CASE STUDY REMIX TheManyFacesofAnlsquoIntrapraneurrsquo

To build an effective and all-encompassing cx strategy it must be adopted by all business lines and functions within your organization But creating this kind of change across a large institution is both daunting and a long process This change must come from the heads of departments early adopters and leaders within your organization Join this session to hear how

bull Creating cultural buy-in requires an internal branding strategy and clear corporate communication tailored to the functions within your organization

bull Creating opportunities for all employees to come together to talk about cx and why its important


17


18



Track A Your CX Toolkit TrackBEngagingEmployeesforCX

200 ChairpersonrsquosAfternoonAddressIf you are interested chairing this track please be in touch with Evan Speight at evanspeightwbresearchcom or 646-200-7828

ChairpersonrsquosAfternoonAddressIf you are interested chairing this track please be in touch with Evan Speight at evanspeightwbresearchcom or 646-200-7828

210 TRACK OPEN MIC WhatDoYouWantToLearn

Lead by the Chair this is an open mic about challenges attendees want to address in the themed track Be sure to meetup after with someone in the room who has an idea to solve it

TRACK OPEN MIC WhatDoYouWantToLearn


1225 PANELSpareMeTheSiloesBreakingtheBoundariesThatStuntYourStrategy

A siloed company is an unhappy company Unfortunately that is where most companies within and outside the financial services industry find themselves Your customer doesnrsquot think in siloes so setting up each channel to work separately from one another can often lead to a disjointed experience Join this session to hear more about how companies can

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

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

bull Instill the importance of customer experience across the organization with trainings and CX advocates

bull Create common objectives and organizational goals Joyce Clark Sarnacki EVP Chief Customer Experience Officer Bangor

Savings Bank

Valeska OrsquoLeary Director of User Experience Digital Strategy SallieMae




105 LunchForAllAttendeesInTheSolutionsZone

18


19



215 CASE STUDYEludingAnalysisParalysisHowtoPulltheTriggeronaCXInitiative

The amount of data that comes from your customer can be daunting In fact the process of mining through it all and plotting and mapping it can make you freeze in your tracks Join this session to hear how to bull Overcome the overwhelming nature of data mapping and plotting to figure out

what needs to be fixed bull Put together a strategy based on those metrics bull Follow through with this strategy and continually check in to see how it is going


CASE STUDYWersquoreAllinThisTogetherTeachingYourBackOfficeEmployeesAbouttheValueofCX

The amount of data that comes from your customer can be daunting In fact the process of mining through it all and plotting and mapping it can make you freeze in your tracks Join this session to hear how to bull How to establish training programs on key CX principles that can be taken by any

one at the organization bull 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

bull 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

Anne Witherspoon SVP-Director of Treasury Management Operations Client Experience AdvocateTexas Capital Bank

240 InnovationSpotlightIf you are interested in leading this workshop please contact Evan Speight at evanspeightwbresearchcom or 646-200-7828

InnovationSpotlightIf you are interested in leading this workshop please contact Evan Speight at evanspeightwbresearchcom or 646-200-7828

19


20



250 CASE STUDYTheOperationsColleagueSurveyHowCitizensBankCreatedanInternalChecksandBalancesSystem

Natalie J Higgins Director of Customer Experience SVP Citizens Bank

PANEL REMIX Frontline Training Getting Buy-in fromtheFaceofYourCustomerExperienceEfforts

Happy and engaged employees are the keys to success when it comes to customer experience You can put all of the CX strategy you would like into place across your enterprise but it will never work if you donrsquot have the buy-in and provide the training for the frontline who are providing the service Join this panel to hear about how to bull Enable your employees in frontline with tools to be focused on CX bull Identify leaders in CX across the organization (call center in-store complaints

department) and reward them for their efforts bull Providing mentorship and coaching for employees to continually ensure their

commitment to your CX effortsDeborah Cornwell Program Director Employee Experience USAAJohn Stillman Sr Member Insights Analyst BECUDan Long SVP Chief Experience Officer Newton Savings BankAmy Mendenhall VPCustomer Experience Strategy | Personal Banking UMB Bank

315 CASE STUDYMetricsUpdateWhatrsquosBeyondCSATCESandNPS

With tools available to measure customer satisfaction effort emotion and promoter score itrsquos easy to become caught up and end up chasing the wrong metrics From a KPI perspective you might see that you are achieving high satisfaction scores based on your metric of choice but the customer experience is not in fact improving bull What are you currently measuring bull Do you find that these measurements are still as useful or does it just seem like

looking at these numbers are going through the motions bull Are you using these numbers to do anything or create new strategy bull Have you heard of new measurements or are you creating any of your own

340 TrackWrapUpWhatareYouTakingAway TrackWrapUpWhatareYouTakingAway

345 AfternoonRefreshmentampNetworkingBreakInTheSolutionsZone

425 TopChallengesRoundtableDiscussionsUsing the top challenges submitted by your peers during our day one morning ice breaker these free flow discussions will be your chance to take a deep dive into the specific areas you came to discuss You will have a chance to participate in two separate 30 minute discussions and tackle two challenges you face in your role head on

535 Cocktail Reception

635 EndofDayTwo

20




800 ContinentalBreakfastInTheSolutionsZone

900 WelcomeRemarks Elizabeth Robillard Event Director CXFS



920 KEYNOTEButWePromiseWersquoreCuttingEdgeAttractingBrilliantUXCXTalenttotheFinancial Services Industry

Finance isnrsquot exactly a sexy industry So when looking for the cream of the crop UX or CX talent who might be partial to the unencumbered industry sector that is retail financial services needs to try hard to attract these people with things like innovation labs and cx councils that help newcomers to understand your commitment to customer experience and innovation This session will discuss

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

bull How to appeal to top UX and CX talent who are used to working within a more open environment

bull Competing against other financial services companies to get this talent once theyrsquove decided to move into to FS

bull Coming up with innovation labs or other unique selling points to attract the brilliant talent

Margot Dear Senior Director of User Experience AVS ADP

945 CASE STUDY REMIX Keep it Up Maintaining MomentumforYourCXProjects

Its one thing to do a few cx projects every couple of months like mapping the customer journey or doing company wide cx training Itrsquos quite another thing to put a long lasting cx strategy in place that completes projects often and has a continued focus on revisiting projects that have already been done to see if they are still effective Keeping up your momentum is the key to success when it comes to making cx the center of your company rather than just a buzzword Join this session to hear more about

bull Once yoursquove put CX strategies into place or completed a CX project how do you enforce itrsquos continued effectiveness

bull How do you avoid becoming simply a company cheerleader bull Does this involve starting with c-suite approval or can a grassroots CX

organization keep momentum going Fanette M Singer Senior Vice President Marketing CountryFinancial

1015 OPEN FORUMShowMeTheMoneyEquatingCustomerExperienceMetricswithBusinessGoals

Metrics and data driven experiences are a given but we also have to make sure that we are able to pay our shareholders and manage their expectations given the investments we might be making in customer experience Join this interactive QampA format with your peers to hear more about how to be keeping cx a priority while also making money

bull Having a full grasp on the CX metrics you are currently measuring bull Link your metrics to their value in your own role bull Understanding the business goals of the c-suite and what they expect to see

from your CX investments bull Evaluate methodologies as to how you can tie your metrics and their worth

to the bottom line Led by Your Day Three Chair

21

DAY THREE Planning for Your Customerrsquos Future Needs Wednesday July 19th 2017 |

22




1115 lsquoLIVE WITHhelliprsquo Setting Yourself Up for Success- Creating A Culture of Innovation

Given the rather traditional nature of your average financial institution the concept of creating a cx centric culture rather than an operations focused culture can be daunting on its own Add to that a focus on how to be constantly innovating and looking for new opportunities to surprise your customer

bull Learn to decipher what is innovative and what is simply shiny and new bull Understand what innovative strategies need to be shared with your

customers bull Create a culture of innovation that strives to constantly surprise the

customer bull Understand what content your customers need on their person at all times


1135 INNOVATION SPOTLIGHT

Rapid fire presentation surrounding a cutting edge CX technology If you are interested in leading this session please contact Evan Speight at evanspeightwbresearchcom or 646-200-7828

1145 PANEL REMIX CXWINS- Listening and RespondingtoYourCustomersonSocialMedia

With platforms like twitter facebook and yelp in the hands of your customer they have every opportunity to share their experiences both good and bad with your customer service department and THE WHOLE WORLD When customers are happy with an experience it can be really great press and advocacy for your business But when customers are angry a couple of bad tweets or a facebook post could potentially sway a future customer from opening an account with you How do you work with angry customers whorsquove had a negative experience while advocating for happy customers to shout from the rooftops about their good experiences

bull Knowing what your customers are saying and where they are saying it bull Identifying what social channels have the most impact on your brand and

make the most sense for you to monitor bull Going from aggregating customer feedback to engaging in conversations

with them bull Meeting your customers everywhere they are 247

1225 EventWrapUpWhatWillYouTakeBacktotheOfficewithYou

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

Elizabeth Robillard Event Director CXFS

100 LunchForAllAttendees

200 AfternoonRefreshmentsandEndofCXFS2017

A truly effortless experience with regards to understanding insights from the industryGuneet Singh Sr Director Business Transformation

22




Sponsors

IBM

Know your customers better than they know themselves IBM Customer Analytics enables you to go beyond whatrsquos possible with traditional analytics so you can know your customers their needs and their journeys more intimately and comprehensively then ever before See the full customer journey as it unfolds in the moment and across channels

MadPow

MadPow is a design agency that strives to help people improve their health and wellness improve their financial wellbeing learn and connect

Join us in Boston a city ripe with history that offers incredible nightlife beautiful summer weather and hundreds of hidden treasures Extend your trip to walk along the cobblestone streets of Beacon Hill explore the Freedom Trail taste the best seafood in New England and enjoy amazing craft beers Yoursquoll be steps away from Copley Place The Charles River the Harpoon Brewery Fenway Park and much more - in the middle of where it all happens

Explore Boston



Media Partners

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



Speaking Sponsorship amp Exhibiting opportunities sell out fast Contact us today to reserve your place at CXFS

Meet your rep and become a CXFS SponsorhellipHi Irsquom EvanPut simply sponsoring CXFS puts your brand in the spotlight There are 200+ CX executives waiting to meet a company like yours Itrsquos like a big party and yoursquore bringing the drinksNeed more info Letrsquos talk Contact me and Irsquoll be in touch within 24 hoursEvan Speight Sponsorship Director Phone 646-200-7828

What will you get out of sponsoring

CXFS is different You decide if wersquore better

bull GetNoticedLetrsquos get creative Speak at a session and address a sea of prospects Host a cocktail reception or bowling party There are tons of ways to be remembered

bull TargetingmadesimpleYoursquoll know exactly who to talk to when you get here We survey attendees to find out where theyrsquore investing and then we send the findings to you Thatrsquos information you canrsquot get anywhere else

bull Meetpeopleworthmeeting The CXFS audience is one you wonrsquot meet anywhere else The best companies the most relevant titles Your sales team will thank you after the show

bull Itfeelslikevacation To us yoursquore VIP and you should be treated like it Thatrsquos why CXFS is held at a luxury resort and not a convention center Wersquore not all business all the time

bull TalkbusinessClosedealsYoursquoll find success in our networking events Whether during a theme night bowling wine tasting or the many breaks therersquos tons of occasions to meet retailers and close business faster

bull Shareintheexcitement We donrsquot prohibit vendors from using the app like other shows ndash so message selfie and comment to your heartrsquos content Be a part of the whole experience and stay connected long after CXFS is done

Speaking Sponsorship amp Exhibiting Opportunities



Discounted Rates for Financial Institutions

Rates for Solution ProvidersOthers

Group DiscountsGroups of 2 15 off current discounted price



Full Access Pass (July 17-19 2017)

$2399 $2199Register By Wednesday May 31 2017 | Save $200

All interactive sessions

All meals and refreshments

All networking receptions

Access to speaker presentations post event

Register Now


$3299



Access to buyers of your solutions


Register Now

The Fine Print

bull Accommodation Accommodation is not included in the above price packages We have secured a special discount rate at the Renaissance Boston Waterfront Hotel for our attendees Once registered you will receive your hotel discount code from our customer service department

bull A 635 sales tax will be added for Connecticut Residents

bull Solution Providers amp Others Include Any service provider to financial services organizations - Including software vendors internet developers technology vendors solution providers third party logistics providers consultants or companies with primary revenues resulting from commissions subscriptions andor advertising

bull Our Customer Service team is available Monday-Thursday 9am - 530pm and Friday 9am ndash 330pm

bull 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

To qualify for the discounted or group rates you must currently work for a Financial Institution If you work for a company that provides a solution or service to a Financial Institution you do not qualify for this rate

Is your company speaking at CXFS 2017 If so save 20 when you register

with code CXFS-SPEAKER

Pricing amp Discounts

As a CX professional in the financial services industry you are fighting the uphill battle of keeping clients satisfied winning new business amidst up-and-coming competition and promoting the importance of a strong CX strategy in your organization All while facing strict budgetary compliance and legacy system issues

At CXFS we face that battle head on together Started in 2015 as a natural outgrowth of the Next Generation Customer Experience (NGCX) conference series CXFS (Customer Experience for Financial Services) leverages over seven years of industry relationships to bring you a speaking faculty dedicated to revealing the whyrsquos and howrsquos behind the most innovative CX strategies in the world

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$3299





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$3299





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MadPow



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$3299





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The Fine Print










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IBM


MadPow



Explore Boston



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$3299





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The Fine Print










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Savings Bank






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Sponsors

IBM


MadPow



Explore Boston



Media Partners
































Register Now


$3299





Register Now

The Fine Print










13



















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14



REGISTER NOW


































16


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17


18
















Savings Bank






18


19















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635 EndofDayTwo

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Sponsors

IBM


MadPow



Explore Boston



Media Partners
































Register Now


$3299





Register Now

The Fine Print










14



REGISTER NOW


































16


17

























17


18
















Savings Bank






18


19















19


20
















635 EndofDayTwo

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21


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Sponsors

IBM


MadPow



Explore Boston



Media Partners
































Register Now


$3299





Register Now

The Fine Print







































16


17

























17


18
















Savings Bank






18


19















19


20
















635 EndofDayTwo

20

























21


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Sponsors

IBM


MadPow



Explore Boston



Media Partners
































Register Now


$3299





Register Now

The Fine Print










17

























17


18
















Savings Bank






18


19















19


20
















635 EndofDayTwo

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21


22























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Sponsors

IBM


MadPow



Explore Boston



Media Partners
































Register Now


$3299





Register Now

The Fine Print










18
















Savings Bank






18


19















19


20
















635 EndofDayTwo

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22























22




Sponsors

IBM


MadPow



Explore Boston



Media Partners
































Register Now


$3299





Register Now

The Fine Print










19















19


20
















635 EndofDayTwo

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21


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Sponsors

IBM


MadPow



Explore Boston



Media Partners
































Register Now


$3299





Register Now

The Fine Print










20
















635 EndofDayTwo

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21


22























22




Sponsors

IBM


MadPow



Explore Boston



Media Partners
































Register Now


$3299





Register Now

The Fine Print

































21


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Sponsors

IBM


MadPow



Explore Boston



Media Partners
































Register Now


$3299





Register Now

The Fine Print










22























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Sponsors

IBM


MadPow



Explore Boston



Media Partners
































Register Now


$3299





Register Now

The Fine Print












Sponsors

IBM


MadPow



Explore Boston



Media Partners
































Register Now


$3299





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The Fine Print











Explore Boston



Media Partners
































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$3299





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The Fine Print












Media Partners
































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The Fine Print










the event for cx innovators in financial services · the event for cx innovators in financial...

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