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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
advertising, allstate, amazon (company), analytics, apple inc., art, atb financial, attention, bank, behavior, belief, best practice, blog, brainstorming, brand, budget, business-to-business, canadian imperial bank of commerce, case study, chatbot, cherry picking, cloud computing, cognition, columbus, ohio, commercial off-the-shelf, concept, conversation, covid-19 pandemic, credit, credit card, culture, customer, customer experience, design, design thinking, digital transformation, e-book, education, empathy, employee retention, employment, engineering, ethos, experiment, expert, facebook, feedback, feeling, food safety, franklin county, ohio, future, google ads, grocery store, health, health care, hindsight bias, homeschooling, hope, http cookie, hubspot, human, incentive, information, innovation, insurance, intelligence, internet, interview, investment, investor, jeff bezos, knowledge, lag, landing page, language, leadership, learning, loyalty program, machine learning, meaning of life, microsoft, millennials, mind, mindset, mining, mirror, mobile phone, motivation, music, neonatal intensive care unit, nerve, net income, net promoter, ohio, omnichannel, onboarding, online advertising, online and offline, operationalization, organization, password, persona, personalization, post-it note, price, problem solving, property, property tax, psychological safety, psychology, quality assurance, question, real-time computing, reason, research, retail, risk, sales, sampling (statistics), science, scotiabank, sentiment analysis, service blueprint, shopping, smartphone, social media, software engineering, space, startup company, strategy, supermarket, sympathy, target audience, target corporation, tax, tax levy, taxpayer, team, technology, telecommuting, telemetry, text messaging, the home depot, thought, ticketmaster, time, touchpoint, transparency (behavior), troubleshooting, trust (social science), understanding, usability, usability testing, user experience design, vehicle insurance
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