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Maranda Dziekonski
Chief Customer Officer at Swiftly
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Panel Discussion: Make Every Touchpoint Count to Build Better Client Relationships
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About the talk

This extended period of uncertainty, market volatility and disruption has resulted in unprecedented changes to consumer behaviour, preferences, wants and needs. Strategize with experts to strengthen your client connections through the limited touchpoints that are available. Master the critical success factors to:

  • Improving your customers’ experience across digital and physical touchpoints

  • Providing meaningful support and recommendations at points of contact

  • Increasing selling opportunities at key customer touchpoints


Incorporate a step-by-step process to enhance customer experience at each point of contact.

00:00 Intro

00:30 Speakers introduction

03:20 World after the pandemic. Changes. Impact

07:20 B2b journey

11:10 About customer experience

16:30 Balance and correlation

17:15 Metric

20:40 Starting conversation

22:30 Two ways. Experience

27:30 Q&A

About speakers

Maranda Dziekonski
Chief Customer Officer at Swiftly
Ryan Mascarenhas
Group Chief Customer Officer at bolttech
Caroline Cathcart
Chief Administrative Officer at RPIA

I am a ground-up builder with a passion for setting up the right teams, systems, processes, and overall infrastructure to take both the team and the company to the next level. I have over 20 years of experience both working in and building world-class operations and extensive experience building and scaling teams in early and mid-stage startups.

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Over 20 years of transformation and change experience working on assignments across North America, Europe, Middle East and Asia Ryan is the Group Chief Customer Officer at bolttech, establishing a digital customer-led culture for Insurance Exchange, Device Protection and Digital Insurance businesses. He is responsible for optimizing bolttech's customer journeys and optimizing internal processes / continuous improvement. Ryan also leads bolttech's Marketing and Branding functions. www.bolttech.io

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Caroline Cathcart brings over 25 years of leadership and investment management experience to her role of Chief Administrative Officer at RPIA. Caroline has been instrumental to the success of the Client Experience and Marketing functions of the firm and continues to oversee the areas of client operations, analytics, and reporting. As part of her Chief Administrative Officer mandate, she will oversee the HR and Administrative functions, as well as the project management of strategic initiatives. In addition, Caroline is charged with new product development and has led the creation and launch of five funds at RPIA since 2015.

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We talked earlier today, so much about more big digital talk about overall Journeys, over all processes. They were going to zero in. Now, at this next session for making every touch point, to build better client relationships and how you can really zero in. So join me today or Miranda and I should have took house cuz he got ski, I forgot to ask you how to pronounce it. My badge. A mess Karina's with a bowl pack and Caroline Cathcart. I did see ourselves and then we'll hop into the questions. I'm going to start. Let's go with

that, Ryan, Caroline. And then Miranda. Perfect, sir, Ian. My screen is on the group, Chief customer officer, Ed Bolduc based out of New York. Vortex got some experience as well as aux excellence and transformation functions globally. Be operating about 26 countries in North America Europe as well as an issue. I'll pry to protect I was leading a strategy team already. I G Insurance experience for about 8 years and before that, a management consulting background over at Deloitte Consulting, work in the strategy and operations,

based around a large Fortune, 500 insurance companies. I think he said Caroline but I don't want to go ahead. I am the chief customer officer, an interim, Chief Human Resources. Officer at a company named swiftly whereof. We are a big data platform that powers public transit. A little bit

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Maranda Dziekonski
Ryan Mascarenhas
Caroline Cathcart