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Jasika Khukh
Director, Client Experience at Fiera Capital
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Fiera Capital Case: How CX Digital Transformation is a Catalyst for Exceptional Customer Journeys
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About the talk

How CX Digital Transformation is a Catalyst for Exceptional Customer Journeys

There are many challenges to achieving highly effective customer journeys and digital transformations. Optimize your customer experience digital transformation by focusing your initiatives on customer journeys. Gain insight into how you can:

  • Transform your organization through real-world & practical initiatives

  • Leverage both direct and indirect customer feedback across the entire journey 

  • Secure buy-in from customers and your team


Improve you customer journey through a more effective CX digital transformation.

00:00 Intro

00:13 Jesika Khukh

01:13 About starting

04:14 What does she looking for

07:37 Advice about data

10:18 Mein keys

13:02 Change management

16:40 Favorite change methodology

19:30 Involving and organization

25:16 Communication

27:05 Conclusion

About speaker

Jasika Khukh
Director, Client Experience at Fiera Capital

A driven, customer-focused leader who is passionate about achieving results through problem solving, collaboration and an organization's greatest asset - their people. A relentless spirit to improve the customer’s experience through people strategies and alignment to business objectives. Successfully led innovative global strategies in customer experience, Retail, digital adoption, employee engagement while leveraging change management, agile methodology, design thinking and communication tools.

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I'm going to move on now to introduce Jessica. I actually, I'm sorry, you're a capital and we're going to talk about did. How did Schultz e x digital transformation? The Catalyst for exceptional customer Journey. So following up very much for last conversation, going a little bit deeper, but just a little bit more about yourself and your background Toronto. I'm currently the director of client experience at Fiera capital in. For those who haven't heard of the company, where I lead asset management firm here in Canada. We have about eleven offices. Globally. My background is mostly

in the financial services industry. So I spent over 15 years in the financial service and then I was at the Fortune 50 company in healthcare. So a little bit of a different industry. I'm and then my personal kind of job experience has really been client experience with. I would say complementary years and change management and employee experience. And I really said kind of complementary because I really feel like that inward focus of employee experience process redesign and change management has been in a kind of key to the client experience journey, and key factors for that.

So I know the reference to change band if it will get into this weekend to hear, we're going to start with Journeys and we're not talking about changing Journeys, but I work in Journey. Mapping is said that if you want to be successful Journey mapping you want to be deliberate about what Journey map that you can drive change. I suspect it's much the same in terms of improving your journey. So let's start with your thoughts, just to go by, how do you know where to start with your knees? I mean, you've got several dozens hundreds. I don't know a lot more than two Journeys to work

through. Stark. It's a good question. I think it you know, depends on where you are in your maturity as well as an

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February 10 - 11, 2021
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