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Shawn Phillips
Chief Technology Officer at Heart of the Customer
5g, 7-eleven, adobe inc., amazon (company), analytics, apple inc., automated teller machine, bank, behavior, bell, big data, brand, business, business intelligence, call centre, cash, charles schwab corporation, charles, prince of wales, chatbot, chief executive officer, chief operating officer, citibank, click-through rate, cloud computing, communication, concept, contactless payment, conversation, coretta scott king, credit, credit card, culture, customer, customer experience, customer relationship management, customer satisfaction, customer service, dashboard (business), data, database, demography, digital transformation, direct marketing, email, empathy, employment, engineering, equity bank kenya limited, experience, expert, face, feeling, financial services, financial technology, financial transaction, goal, god, google play, happiness, hotspot (wi-fi), information, interest, internet, job satisfaction, keynote, know your customer, leadership, learning, lincoln national corporation, loan, loyalty program, machine, machine learning, market (economics), matchmaking, mentorship, mind, mindset, mobile app, mobile banking, money, money laundering, mortgage loan, motivation, net promoter, omnichannel, onboarding, online banking, online chat, organization, overtime, payment, president's choice, president's choice financial, prince of darkness (ozzy osbourne album), privacy, privacy law, programmer, project management, q+a (australian talk show), quiz, rap-up, rapping, regulatory compliance, research, retail, return on investment, sales, salesforce, scotiabank, self-service, shopping, shopping mall, sms, social distancing, software , startup company, strategic planning, strategy, supermarket, team, ted (conference), telecommunication, telecommuting, temperature, texas, text messaging, text mining, the home depot, the onion, thought, time management, touchpoint, understanding, united kingdom, value proposition, venmo, verizon communications, walmart, wealth, wealth management, web browser, web conferencing, webcam, wi-fi, wire transfer, youtube
Melissa Mohun
Vice President, Digital Customer Experience at Scotiabank
allstate, brand, customer experience, education, empathy, feeling, human, information, insurance, interview, learning, mobile phone, omnichannel, online and offline, personalization, research, risk, scotiabank, smartphone, startup company, strategy, text messaging, touchpoint, transparency (behavior), understanding
Linh Lawler
Director, Customer Experience at Anixter
allstate, brand, customer experience, education, empathy, feeling, human, information, insurance, interview, learning, mobile phone, omnichannel, online and offline, personalization, research, risk, scotiabank, smartphone, startup company, strategy, text messaging, touchpoint, transparency (behavior), understanding
Karen Sawyer
Head, Customer Loyalty, Personal & Business Banking Canada at BMO Bank of Montreal
allstate, brand, customer experience, education, empathy, feeling, human, information, insurance, interview, learning, mobile phone, omnichannel, online and offline, personalization, research, risk, scotiabank, smartphone, startup company, strategy, text messaging, touchpoint, transparency (behavior), understanding
Jim Tincher
Journey Mapper-in-Chief, Customer Experience Expert at Heart of the Customer
7-eleven, advertising, allstate, amazon (company), analytics, apple inc., art, atb financial, atlanta, atlanta hawks, attention, bank, behavior, belief, best practice, bit, blog, brainstorming, brand, budget, business-to-business, canada, canadian imperial bank of commerce, car, case study, cave, charles, prince of wales, chatbot, cherry picking, chief executive officer, cloud computing, cognition, columbus, ohio, commercial off-the-shelf, competition, concept, conversation, covid-19 pandemic, credit, credit card, credit union, culture, customer, customer experience, dashboard (business), data, demography, design, design thinking, digital transformation, e-book, education, email, empathy, employee retention, employment, engineering, ethos, experience, experiment, expert, extraversion and introversion, facebook, feedback, feeling, fellow, financial services, firefox, folk music, food safety, franklin county, ohio, future, ge healthcare, gift card, god, google ads, google chrome, grape, grocery store, hashtag, health, health care, hindsight bias, homeschooling, hope, hour, http cookie, hubspot, human, incentive, information, innovation, insurance, intelligence, internet, interview, investment, investor, jaw, jeff bezos, jim cantore, keynote, knowledge, knowledge management, lag, landing page, language, leadership, learning, leech, linkedin, loyalty program, luck, m&t bank, machine, machine learning, map, meaning of life, medallia, microsoft, millennials, mind, mindset, mining, minneapolis, minnesota, mirror, mobile phone, motivation, music, nashville, tennessee, neonatal intensive care unit, nerve, net income, net promoter, north america, north carolina, ocean, ohio, omaha, nebraska, omnichannel, onboarding, online advertising, online and offline, online chat, ontario, operationalization, organization, password, patient, persona, personalization, philadelphia, physical education, plant, poles, post-it note, price, prince of darkness (ozzy osbourne album), problem solving, property, property tax, psychological safety, psychology, quality assurance, question, quiz, raleigh, north carolina, rap-up, real-time computing, reason, research, restaurant, retail, risk, sales, sampling (statistics), san francisco, science, scotiabank, sentiment analysis, service blueprint, severe acute respiratory syndrome coronavirus 2, shopping, smartphone, social justice, social media, software engineering, space, startup company, state farm, strategy, supermarket, sympathy, target audience, target corporation, tax, tax levy, taxpayer, team, technology, ted (conference), telecommuting, telemetry, temperature, text messaging, the home depot, thought, ticketmaster, time, title insurance, tool, touchpoint, transparency (behavior), troubleshooting, trust (social science), twitter, understanding, united kingdom, united states, usability, usability testing, user experience design, vehicle insurance, verizon communications, vice president of the united states, videotelephony, virtual event, visa inc., weather, web browser, wi-fi, youtube, zendesk, zoom (software)
Tim Rickards
Director, Social & Content Strategy at Hearsay Systems
abstraction, accessibility, amazon (company), analytics, artificial general intelligence, attention, attention deficit hyperactivity disorder, attention span, automation, bank, behavior, bias, birthday, bit, brain, brand, business, business model, canada, charles schwab corporation, coffee, competition, concept, consciousness, consumer behaviour, conversation, credit card, culture, customer, customer engagement, customer experience, customer relationship management, deep learning, discipline, economy, feeling, fireside chats, function (mathematics), google, hashtag, hatmaking, information, instructional scaffolding, intelligence, language, machine learning, marketing strategy, mobile phone, online and offline, online chat, product bundling, reality, reason, risk, sales, scotiabank, self, self-service, sentiment analysis, severe acute respiratory syndrome coronavirus 2, shopping, target corporation, technology, telecommuting, thought, toronto, touchpoint, understanding
Holly Pontisso
Vice President Customer Experience at Scotiabank
accessibility, ageing, analytics, bank, behavior, bias, brand, business model, caregiver, consumer behaviour, credit card, culture, customer engagement, customer experience, customer relationship management, digital native, financial technology, gender, gig worker, google, innovation, interest, internet, millennials, mind, mobile banking, mobile phone, online and offline, poverty, product bundling, psychological resilience, public health, public–private partnership, reason, risk, scotiabank, self-service, shopping, social determinants of health, startup company, target corporation, telecommuting, telehealth, thought, touchpoint, understanding
Ramsey Alwin
President & CEO at National Council on Aging
accessibility, ageing, bank, bias, caregiver, customer experience, digital native, financial technology, gender, gig worker, innovation, interest, internet, millennials, mind, mobile banking, poverty, psychological resilience, public health, public–private partnership, scotiabank, social determinants of health, startup company, telehealth, thought
Theodora Lau
Founder at Unconventional Ventures
accessibility, ageing, algorithm, art, bank, behavior, belief, bias, business, business model, capitalism, caregiver, customer experience, digital native, economics, empathy, equity (finance), financial technology, gender, genius, gig worker, hope, innovation, interest, internet, language, leadership, microcredit, millennials, mind, mobile banking, money, paradigm, pleasure, poverty, psychological resilience, public health, public–private partnership, reality, risk, science, scotiabank, social determinants of health, startup company, telehealth, thought, truth
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