NetFinance Interactive 2016 (past event)
November 29 - December 01, 2016
Contact Us: 1 (888) 482.6012
Karen Kallet
CDO
BofI Federal Bank
Check out the incredible speaker line-up to see who will be joining Karen.
Download The Latest AgendaCustomer 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
• 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?
• 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?