Karen Kallet

CDO
BofI Federal Bank

Mrs. Kallet has served as the Chief Digital Officer, SVP Marketing of BofI Federal Bank – Bank since February 2014. Prior to joining the Bank, Mrs. Kallet was CMO- Chief Marketing Officer for DrWeil.com and was Senior Director of Marketing at DeVry Inc., heading marketing and lead generation for the Carrington Colleges Group. Prior she was Vice President of Marketing for SkyMall. Mrs. Kallet began her career with 10 years of bank marketing, where she assumed positions of increasing responsibility, including AVP of Direct Marketing and Sales Promotion at Valley National Bank in Phoenix Arizona. Mrs. Kallet completed her graduate program studies in Digital Marketing and Strategic Marketing Management at Stanford Graduate School of Business. Her undergraduate is from Syracuse University.

Check out the incredible speaker line-up to see who will be joining Karen.

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Customer Experience and Service

Saturday, January 6th, 2018

09:00 Fireside Chat: Creating a Customer-Centric Culture Across Your Entire Organization to Build Lasting Customer Relationships

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

09:55 Panel: Executing CX as a Stand-Alone Function or an Integrated Part of Your Team

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?