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Christine Berglund
Senior Director Data Experiences at Capital One
amazon (company), analytics, apple inc., bank, behavior, belief, brand, canadian imperial bank of commerce, capital one, cognition, concept, conversation, cooperative, credibility, credit card, customer experience, decision-making, design, design thinking, digital marketing, domino's pizza, education, feedback, future, goal, hindsight bias, incentive, innovation, leadership, long tail, mirror, mobile app, motivation, music, online banking, personalization, problem solving, reason, research, service blueprint, thought, time, touchpoint, usability, usability testing, user experience design, value proposition
Arnaud Jammaers
CX & Design Leader at Mastercard
apple inc., belief, canadian imperial bank of commerce, cognition, credit card, customer experience, design, design thinking, feedback, future, hindsight bias, incentive, innovation, mirror, motivation, music, problem solving, research, service blueprint, thought, touchpoint, usability, usability testing, user experience design
Patrick Bach
Service Design at CIBC
apple inc., belief, bias, canadian imperial bank of commerce, cognition, consumer behaviour, credit, credit card, customer experience, decision-making, design, design thinking, employment, ethnography, experiment, feedback, feeling, finance, future, gender, hindsight bias, incentive, innovation, interest, knowledge, learning, mirror, motivation, music, opportunism, payment, problem solving, qualitative research, quantitative research, rational choice theory, research, risk, service blueprint, system, thought, touchpoint, usability, usability testing, user experience design
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)
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