Customer Experience and Service

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Unlike traditional functions like general counsel, HR, Accounting etc. CX has evolved to infiltrate all functions within a larger corporate structure. It is no longer an addition to your marketing department or a new way to handle IT. This cultural change is felt throughout your customer base, increasing engagement and retention.
• Building a CX case for your leadership
• Acquiring the right resources to execute this kind of organization-wide shift
• Creating a strategy that makes everyone a stakeholder in change

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This is your chance to hear from each other. What have you learned so far? What questions still remain? What strategies are you taking back to your teams? The final part of Day 2 will be a debrief and feedback session from our audience. This is your chance to ask lingering questions, or highlight a particularly interesting finding from the last two days.

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Customer experience has been one of the most talked about functions in FS in 2016. But different organizations define it in different ways. For some, it is a new function that may someday sit at the c-suite. For others, it is a “skill” that all employees should be well-versed in. Determine where customer experience should sit within your organization.
• What definition of customer experience is right for your organization?
• What are the benefits and pitfalls of having a dedicated CX function?
• How do you “teach” customer experience as a skillset?

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Content is King. You’ve heard it before and you’ll hear it again. Almost everything you do in your digital strategy comes back to your content. It is the core of what your customer interacts with. With often hundreds of products and dozens of options in how to display that, what works for you?
• What do your customers expect from their visual experience on your site?
• When and how should you invest in upgraded graphics and video content?
• What kind of journey should your customers have? What story should you tell?

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Having a dedicated and well-trained customer service team and portal is paramount to retaining customers. From the digital side, it may be your online chat functionality they most rely on. Being able to solve customers problems quickly and efficiently is the key to building loyalty and retention.
• Learn to create a uniform system across your phones, chats and in-person branch interactions
• Create a system to document complaints and reviews
• Create a customer service strategy that continues to build customer loyalty

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From regional credit unions to global retail banks, every FS organization is trying to execute a successful digital. But many feel they aren’t keeping pace with change. How do you build a strategy that is right for your organization, using resources effectively and adapting to your customer’s changing expectations?
• Where do you sit along the digital transformation spectrum?
• What should your digital strategy look like right now?
• In five years?

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As the millennial generation begins to dominate the workforce and customer base, social media is no longer an option or a nice-to-have. It is vital channel to your company’s story and brand.
• Learn which platforms and content strategies work best for your social media efforts
• Using social media to build customer loyalty
• Creating a seamless jump between social media platforms and your in-house channels

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In the mobile channel, CX becomes more about easy navigation and a smooth customer journey than anything else. Your customers want as few clicks as possible to navigate through your mobile experience, and their most important call-to-action buttons right up front. How do you build a CX-oriented mobile channel to engage your customers?
• From content to UX, how do you deliver your CX?
• How do you deliver a positive mobile customer journey?
• What do your customers want to see when they first open your app or m.dot?

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Overlooking the Batiquitos Lagoon, join us on the Avalon Terrace for drinks and a killer view! Bring your sunglasses for sunset!