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Harnessing COVID Disruption Towards Wider Organization CX Success

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Sara Schmidt
Vice President, Enterprise Strategy at Agriculture Financial Services Corporation (AFSC)
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About the talk

In an era of Covid-19 disruption, brands must rethink marketing as empathetic customer experiences. Find out how Covid has spurred an acceleration of the digital CX strategy in a traditional delivery model at AGSC. Be inspired and learn how to quickly overcome barriers to seamless CX. Take away specific solutions to:

  • Understand the implications COVID on teams, organizational structure and ultimately CX

  • Empower team members and creating impetus and energy around digital marketing

  • Make digital engagement more fun! How to get an amplified digital CX strategy 

Find out how the pandemic can be used to bring about exciting and scalable digital CX engagement


00:00 Conclusion

00:35 Thanking

01:00 Key Points

05:50 Human service

06:30 About technologies

07:00 Process of working

08:40 Last words

About speaker

Sara Schmidt
Vice President, Enterprise Strategy at Agriculture Financial Services Corporation (AFSC)

As a generalist, Sara’s contributions have been focused on solving complex business problems across a variety of disciplines. She has spent over 25 years in the insurance and financial services field, progressing in leadership roles of sales, client service, client and employee experience, and strategy. Sara is an enthusiastic sponsor for change, experienced in both designing and implementing successful strategic client experience initiatives that transform culture. Sara has helped organizations develop cross-functional Client Experience (CX) strategies to effectively embed a culture of client centricity. Over the last 7 years, Sara’s CX focus has been on developing a digital CX delivery model, introducing agile CRM tools to the organization, developing a Voice of the Client program, and establishing corporate measures for Client Service scoring (Net Promotor/CSAT/CES).

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Want to give a huge thank you. So golf, clap ritual golf clap to all of today's speakers. We just really appreciate your Insight, your knowledge, your willingness to share what you know with us. It's been, it's been tremendous. I also want to thank everybody who attended today so claps for you. There's definitely more for you to do as we move forward, but we really appreciate you being here without you here. This whole thing doesn't happen at all. And then before I talked a little bit about some key points, let's just show our appreciation to the team

people. People who made the last 3 days possible. So, there's a big group behind the scenes helping all of us out managing a platform. They've done an amazing job as you can imagine. I'm transitioning to Virtual and getting that all worked out is not an easy task. They've been fantastic. So thanks to them. Let's talk a little bit about things that that have come up today. So I think the most obvious thing. And then something I've seen throughout some of the presentations over the three days is it that the pandemic has been an accelerant for many changes, some of

which, you know, where were queer bubbling along slowly and been thrust, meet lengths into the spotlight others that have been increasing gradually, but then I've had sharp hockey stick style growth. So I think with that comes a tremendous opportunity to take advantage of those movements. It's a difficult thing to do. From a strategic standpoint because the current environment is so novel and upsetting, but it does provide us with a different set of expectations from which to work. I'm definitely unclear what happens down down the road. But for now, I think I can

provide a really useful touchpoint for rethinking experiences that we build for for our customers Etsy.

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February 10 - 11, 2021
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