Events Add an event Speakers Talks Collections
 
Duration 46:25
16+
Video

Panel: Digital & Mobile Paths to a Frictionless CX Digital Transformation

The audio is available only after a purchase
To tickets
Lori Laflin
VP Client Experience and Digital Strategy at Compeer Financial
+ 2 speakers
  • Video
  • Audio
  • Table of contents
  • Video
  • Audio
Request Q&A
Request Q&A
Video
Panel: Digital & Mobile Paths to a Frictionless CX Digital Transformation
Available
In cart
2 240 ₽
2 240 ₽
$29
$29
€ 27
€ 27
A$42
A$42
Add to favorites
0
I like 0
I dislike 0
Available
In cart
2 240 ₽
2 240 ₽
$29
$29
€ 27
€ 27
A$42
A$42
  • Description
  • Transcript
  • Discussion

About the talk

Digital & Mobile Paths to a Frictionless CX Digital Transformation

Customers today are most influenced by brands that are relevant, convenient and immediate in the delivery of everything from products to customer service. Capitalize on the opportunity to create individualized customer experiences while removing friction on all platforms. Discover how to develop websites, content and design to satisfy a world where no two customers have the same preferences or expectations. Optimize your digital and mobile strategies by:


  • Uncovering new possibilities in mobile-first design

  • Building trust and consistency throughout the digital journey

  • Creating better contextual content and experiences that delight customers in all ‘moments’


Drive your customer experience using improved digital and mobile paths.

00:00 Intro

00:40 Speakers introductions

04:10 Best own practice

10:05 Digital Transformation/ Changes

10:45 About frictions

13:40 How to Build Trusting

17:40 Example of good customer experience

25:06 About team

29:00 Methodology

36:10 How to decide what to do

45:10 Conclusion

About speakers

Lori Laflin
VP Client Experience and Digital Strategy at Compeer Financial
Jerri Helms
Vice President Digital Marketing and Analytics at HarperCollins Christian Publishing
Christine Berglund
Senior Director Data Experiences at Capital One

* I care about customers (and employees, and shareholders, and others, but mostly about customers). * I create connections and help people create common ideas (i.e., shared visions). * I have years of experience, and lots of tools in my tool belt.

View the profile

Jerri leads a Marketing Operations team that exists to come alongside publishing & marketing teams to provide strategic guidance on digital marketing efforts towards the achievement of business objectives. A few areas of support include: consumer insights/research, digital & advertising strategy, analytics/KPI analysis, SEO strategy, meta data optimization, eMail marketing, Amazon SEO, Amazon PPC and social media management.

View the profile

Specializing in Design Strategy and Empathy-to-Iteration design practices. Tool Kit: Storytelling, Experience Design, Agile Software Development Methodologies, Data Visualization, Creative Direction, Team Mentoring & Management, Design Concept & Strategy, Integrated Marketing, and Illustration

View the profile
Share

Now we're moving into our next panel and really on how digital mobile pass to a frictionless customer experience digital transformation, please today to have three great speakers joining us here. We have Lori Laughlin the vice president Digital customer experience at compeer Financial with Jerry Helms. The VP of digital marketing analytics and harpercollins as well as Christine Berglund senior director of data experience at Capital One Bank, three, very different organizations, three, very different types of customer experiences, but really a pretty aligned to protest. We

talked before hand. So I'm going to ask them all of the first introduced themselves are going that same order a lorry than Jerry than Christine and then we'll start. So I'm around some questions. Alright, thank you so much Jim. I assume you can hear me. Awesome. Well, let me first say hello. Good morning. Good afternoon. Good evening to all of our listeners. I am the vice-president for client experience and digital strategy for compeer financial. Just like Jen said, I have been with this company for a whole year now, right? So I know everything there is to know

about our clients and our experience, and I am totally. It's still in learning mode, because it's been such a horrible year, aside from getting this wonderful new job, which I left compeer Financial. I would guess that most of our listeners don't know much about us unless you're in the midwest or your Farmers, but we are a Farm Credit cooperative and we were founded to empower farmers and to provide Financial Services to Agriculture and Rural communities. We are the third largest Farm Credit. Operative operating in Minnesota, Wisconsin,

and Illinois. And we have about 25 billion in total assets. So we do a lot of lending to, a lot of really wonderful people in this region. My background is all in voice of the customer. Once we figured out it was twice the customer and not just a servant

Full transcript of the talk will be available after the purchase
Available
In cart
2 240 ₽
2 240 ₽
$29
$29
€ 27
€ 27
A$42
A$42
Cackle comments for the website

Buy this talk

Access to the talk “Panel: Digital & Mobile Paths to a Frictionless CX Digital Transformation”
Available
In cart
2 240 ₽
2 240 ₽
$29
$29
€ 27
€ 27
A$42
A$42

Ticket

Get access to all videos “Customer Experience Digital Transformation Summit”
Available
In cart
15 370 ₽
15 370 ₽
$199
$199
€ 182
€ 182
A$288
A$288
Ticket

Interested in topic “Banking and Finance”?

You might be interested in videos from this event

February 10 - 11, 2021
Online
20
11
covid-19, customer, customer service, cx & core, digital cx, digital experiences, engagement, investment industry, source content

Similar talks

Dutta Satadip
Chief Customer Officer at ActiveCampaign
Available
In cart
2 240 ₽
2 240 ₽
$29
$29
€ 27
€ 27
A$42
A$42
Available
In cart
2 240 ₽
2 240 ₽
$29
$29
€ 27
€ 27
A$42
A$42
Manisha Burman
Senior HR Executive/CHRO at BMO Financial Group
Available
In cart
2 240 ₽
2 240 ₽
$29
$29
€ 27
€ 27
A$42
A$42
Available
In cart
2 240 ₽
2 240 ₽
$29
$29
€ 27
€ 27
A$42
A$42
Maranda Dziekonski
Chief Customer Officer at Swiftly
+ 2 speakers
Ryan Mascarenhas
Group Chief Customer Officer at bolttech
+ 2 speakers
Caroline Cathcart
Chief Administrative Officer at RPIA
+ 2 speakers
Available
In cart
2 240 ₽
2 240 ₽
$29
$29
€ 27
€ 27
A$42
A$42
Available
In cart
2 240 ₽
2 240 ₽
$29
$29
€ 27
€ 27
A$42
A$42

Buy this video

Video
Access to the talk “Panel: Digital & Mobile Paths to a Frictionless CX Digital Transformation”
Available
In cart
2 240 ₽
2 240 ₽
$29
$29
€ 27
€ 27
A$42
A$42

Conference Cast

With ConferenceCast.tv, you get access to our library of the world's best conference talks.

Conference Cast
873 conferences
35612 speakers
13585 hours of content
Lori Laflin
Jerri Helms
Christine Berglund