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Vikas Chawla


Head of Mobile
Capital One

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

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Customer Experience and Service

Saturday, January 6th, 2018


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?

13:50 Panel Revolution: Executing a Cohesive Digital Strategy for the Future to Keep Pace with Change

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?