October 09 - 10, 2018
The Ritz-Carlton Orlando, Grande Lakes, Orlando, FL

CX Exchange for BFSI Day 2

8:00 am - 8:45 am Registration and Networking Breakfast

8:00 am - 8:45 am Women in Banking, Financial Services and Insurance

• Hear from the women changing the BFSI industry for the better
• Working closely with HR to improve the working environment for women
• How to succeed in a male dominated industry
• Transforming company culture for the business women of the future

8:45 am - 8:50 am Chairperson's Opening Address

Building an Authentic, Customer-First Brand Through Employee Engagement, Key Metrics and Cultural Transformation

8:50 am - 9:20 am Health Insurer Perspective: Humana's Journey to CX Excellence

Wendy Dowd - VP, Consumer and Provider Experience Humana
Reise Officer - Director, Technology Advancement Humana
• Transforming the patient experience with digital innovation
• Driving actionable insights from algorithmic data to create a competitive advantage
• Fostering a customer-centric culture across the business to drive employee commitment
• Gathering employee feedback to drive forwards and innovate patient experience
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Wendy Dowd

VP, Consumer and Provider Experience
Humana

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Reise Officer

Director, Technology Advancement
Humana

9:20 am - 9:50 am Connected conversations: provide customers with a seamless experience using an omni-channel approach

·         Developing an integrated interface to align dialogue regardless of channel
·         Improve efficiency and productivity through self-service, live chat and messaging
·         Simplify and personalize each engagement with the customer
·         Manage and monitor interactions through a single dashboard    

9:55 am - 10:25 am One-to-One Business Meetings

10:30 am - 11:00 am One-to-One Business Meetings

10:30 am - 11:00 am Happy Employees Make Happy Customers: Employee Experience Strategies to Drive CX

Leveraging Real-Time Analytics and Data to Gain a 360 View of the Customer for a More Personalized and Simplified Experience

11:05 am - 11:35 am How to Deliver a Personalized End-to-End Customer Experience Using Strategic Analytics

Mona Jantzi - Chief Experience Officer Barclays US
• Leveraging machine learning technologies to further understand the customer
• How to utilize data to improve the complaint management process
• Gaining one clear and comprehensive view of the customer to identify friction points
• Overcoming organizational silos when collecting customer insight
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Mona Jantzi

Chief Experience Officer
Barclays US

11:35 am - 12:05 pm Leveraging B2B Insights and How to Utilize Them to Drive CX

Aarthi Murali - Executive Director Customer Experience JPMorgan Chase
• Effectively transforming your data into actionable insights
• Predictive analytics tools to drive the customer journey and enhance client experience
• Advancing segmentation to identify differing business personas and buyer behavior
• Leveraging text, social and mobile analytics to yield client insights which can inform new products and brands
• Moving from a reactive to a proactive client experience
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Aarthi Murali

Executive Director Customer Experience
JPMorgan Chase

12:10 pm - 12:40 pm One-to-One Business Meetings

12:40 pm - 1:30 pm Interactive Networking Lunch

1:30 pm - 2:00 pm One-to-One Business Meetings

12:40 pm - 1:30 pm Successfully leveraging NPS to improve satisfaction and the bottom line

1:30 pm - 2:00 pm Do Branches Matter in the Digital Age?

2:05 pm - 2:35 pm One-to-One Business Meetings

2:40 pm - 3:10 pm Using Data to Understand Your CX

Steve Adams - SVP, Head of Customer Experience Analytics TD Bank
• Learning to approach CX with a proactive mindset
• Leveraging your consumer data and insights to drive CX strategies and deliver actionable findings
• Using data to understand different ages and generations of customer to personalize the experience
• Improve the inter-departmental relationship to ensure customers are at the heart of every strategy and business case
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Steve Adams

SVP, Head of Customer Experience Analytics
TD Bank

In this fun interactive session we will be asking you to brainstorm a new solution that would help you improve your customer experience. Working in teams you will be challenged to conceptualize, discuss and create a brand new solution that would fix your CX challenges.

Teams will present their ideas to a panel of industry expert judges, who will vote on the best idea!
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Joe Whitchurch

Head of Customer Experience and Innovation
Capital One

Group 7

3:45 pm - 4:30 pm Innovate Your CX to promote Satisfaction, Growth and Profit

Joe Whitchurch - Head of Customer Experience and Innovation Capital One
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Joe Whitchurch

Head of Customer Experience and Innovation
Capital One

3:45 pm - 4:30 pm How to Use Customer Journey Analytics to Dig Deeper into Customer Behaviors

Sean Albertson - Managing Director, Client Loyalty Charles Schwab
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Sean Albertson

Managing Director, Client Loyalty
Charles Schwab

3:45 pm - 4:30 pm Cutting-Edge Call Center Customer Care

Troy Peterson - Vice President of Operations and Customer Care Kemper Insurance
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Troy Peterson

Vice President of Operations and Customer Care
Kemper Insurance

3:45 pm - 4:30 pm Driving Change for Commercial Clients Through VoC and VoE

Era Ziroe - SVP, Client Success Effectiveness, Enterprise Commercial Payments KeyBank
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Era Ziroe

SVP, Client Success Effectiveness, Enterprise Commercial Payments
KeyBank

3:45 pm - 4:30 pm Leveraging Contact Center Metrics to Drive CX

Carolyn Pullen - SVP, Customer Solutions Center OneMain Financial
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Carolyn Pullen

SVP, Customer Solutions Center
OneMain Financial

3:45 pm - 4:30 pm Traditional and Digital Channels: How to Build a Digital Customer Service Programme

Mouyyad Abdulhadi - Director Consumer Practices, Digital Santander Consumer USA
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Mouyyad Abdulhadi

Director Consumer Practices, Digital
Santander Consumer USA

3:45 pm - 4:30 pm Providing a Seamless Omni-Channel Experience to Efficiently and Effectively Serve Customers by Balancing High-Tech and High-Touch

Kiran Uppuluri - SVP, Head of Channel and Segment Experience Citizens Bank
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Kiran Uppuluri

SVP, Head of Channel and Segment Experience
Citizens Bank

4:30 pm - 4:40 pm Q&A Roundup, Chairperson's Closing Remarks and End of the Exchange