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Panel Discussion: Revamp Your CX Digital Transformation Program with Best Practices from Industry Leaders
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About the talk
In a world of constantly changing customer expectations and business demands, leaders are tasked with developing plans to help businesses succeed. Leverage proven strategies from leaders in digital innovation, emerging technology and organizational change. Unlock the key to:
Personalizing offers and interactions
Fostering collaboration across departments
Streamlining your CX across digital channels
Reinvent your CX digital transformation program to be impactful and far-reaching.
00:00 Intro
01:00 Percy Rose
01:20 Brian Melter
03:20 Experience of connection with customers
08:00 Differences of experience
10:50 Data and digital transformation
16:20 About tracking
20:00 About useful services
26:06 Methodology that is used
28:40 Customers interviews
30:40 Last question
About speakers
A distinguished 25+ year history with a unique blend of strategic insight and experience in digital, mobile, technology, operations, and financial services that bridges the gap between physical and digital environments. A leader of global, cross-functional, cross-partner teams with product, sales, tehcnology, physical locations, operations, and service teams across a wide range of distribution channels, using client feedback and keen insight to shape and produce world-class digital experiences. A thought leader, building and executing a vision for digital, marketing, technology, and operational efforts. Selected as one of the "Rising Stars in Mutual Funds" for 2013 by Institutional Investor.
View the profilePercy Rose is a Customer Success Leader at Hewlett Packard Enterprise where he is responsible for driving strategic improvements in their multi-billion dollar services portfolio based on insights gained from the voice of the customer. Through outcome engineering and customer journey mapping, Percy helps HPE connect the dots between what the company offers, what customers value most, and the strategic transformation initiatives needed to bridge any gaps. He is an outside-in thinker who believes that delivering value for the customer as well constantly improving the ease of doing business is at the core of increasing customer retention rates.. Percy is a passionate leader who is committed to enabling business outcomes for his customer through HPE products and services. Prior to joining HPE, Percy was a Senior Manager at Accenture where he gained an expertise leading complex global SAP systems integration programs for Fortune 500 clients. As a seasoned account leader, he has extensive experience working internationally with customers in England, Sweden, France, and Germany. Percy received his BA of Communications and Broadcast Journalism degree from University of Notre Dame in 1997.
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Now we're starting with our first panel of the day. Are the pedals talk about revamp, your CX digital transformation program with best practices from industry leaders. And been looking forward to this one here because of no person for a long time. I actually asked him to be on this panel. I don't know, probably a year. Now. I am newer to, I'm not as familiar with Brian. Melters on Percy is a digital transformation programme lead at Hewlett. Packard Enterprises Bryant. My new friend. Melter is the chief experience officer at Landmark Credit Union, and I'm going to ask Uncle Percy person,
Brian tells a little bit about you who you are. You're all your back on how long you been there and then we'll jump in the questions and again encourage you all to use a Q&A as we had last session. Let's start with c. Everyone Percy Rose based out of Portland. Oregon past few years that focused primarily on setting the customer customer success strategy for our technology Services portfolio and Jim mention. I do have a background in digital transformation. So I really focus
on connecting the dots between high-level customer strategy. And then how do we actually unable that with digital transformation? Very good. Thanks. Persei. Bride. Melter Associates do for Landmark, Credit Union. For those of you who have never heard of us about the 30th largest Credit Union in the United States located, in Wisconsin, Northern Illinois. As a CX, do have responsibilities for pretty much anything and everything that faces off with our members and the general public, whether these physical branches contact center, all of our digital
properties, whether it's our public website, online, banking, mobile app, and then have a host of our marketing Communications investment community relations and other duties as well, have been in the financial services industry, all of my life, mainly starting way back, when in the mid-90s
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