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Panel Discussion: Digital & Mobile Paths to a Frictionless CX Digital Transformation
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About the talk
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 a 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
* 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 profileJerri 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 profileSpecializing 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 profileIncluded in subscription
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
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