About the talk
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 your customer journey through a more effective CX digital transformation.
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
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.View the profile
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
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