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Panel Discussion: Lessons From COVID-19: What it means for financial services overall

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Cindy Jeffrey
Vice President of Customer Experience Canada at MANULIFE
+ 3 speakers
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About the talk

What can the industry do to ensure positive and better customer experiences in the COVID era? Build stronger relationships and to build great trust between your brand and your customer experiences. Create a blueprint and discuss:

  • Balancing digital vs branch and store outlets

  • Lessons from critical weaknesses – stress testing your digital virtual channels for the future

  • Tracking the changing customer journey across all channels 

Being better prepared to forge a consistent experience at each touchpoint for your organisation

00:00 Intro

02:00 Cindy Jeffrey

05:30 About customers

09:50 Katherine Lucas

14:00 The mark

17:22 Q&A

About speakers

Cindy Jeffrey
Vice President of Customer Experience Canada at MANULIFE
Katherine Lucas
Head of Marketing and Commercialization at State Street
Brian Melter
CXO- Chief Experience Officer at LANDMARK CREDIT UNION
Ben Kearon
Director, Strategic Accounts at Medallia

A customer obsessed leader that drives business results, and has effectively designed, implemented and led multifaceted transformational change across complex service organizations. A high quality thought leader who has an innate ability to communicate the vision and strategy throughout the organization and can influence as well as work collaboratively to build consensuses to bring the vision and strategy to life. A persuasive and articulate senior executive skilled at modernizing through organizational effectiveness, creates enthusiastic followership and inspires others to action. Renowned as a problem solver with a bias for action, an unwavering tenacity and entrepreneurial spirit who is willing to roll up their sleeves to make things happen.

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Maybe it doesn't sound glamorous, but it is interesting! I develop the narrative and go-to-market strategies for the transformative work we are doing in our industry. Thinking about how to highlight our purpose and brand experience by conveying the right information, to the right people, at the right time via the right medium. By connecting and engaging with our clients through experiential marketing, I work to create not only brand awareness, but build brand loyalty and most importantly, trust.

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A distinguished 25+ year history with a unique blend of strategic insight and experience in digital, mobile, technology, operations, and financial services that bridges the gap between physical and digital environments. A leader of global, cross-functional, cross-partner teams with product, sales, tehcnology, physical locations, operations, and service teams across a wide range of distribution channels, using client feedback and keen insight to shape and produce world-class digital experiences. A thought leader, building and executing a vision for digital, marketing, technology, and operational efforts. Selected as one of the "Rising Stars in Mutual Funds" for 2013 by Institutional Investor.

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According to Forrester, 84% of companies aspire to be a customer experience leader, but only 1 out of 5 deliver good or great customer experience. It's not easy to deliver great customer experiences though. Medallia makes it possible by systematically engaging everyone: your customers, your frontline, and your leadership, by delivering relevant insights and actions derived from feedback captured across every touchpoint and delivered across your whole organization.

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So the a moderate today will be Ben. Kieran, was a director of financial services for Canada. Mandel you one of our sponsors, so thanks Ben. Is panelist will be Cindy, Jeffrey the vice president of customer experience for Canada for Manulife. Brian. Melter the chief experience officer or Landmark Credit Union and lastly Kathryn. Lucas the global head of customer experience for State Street. Alright, then take it away. Wonderful. Thanks Jim. I appreciate the wonderful lead in and that the kind words were thrilled to be here today, and it will be kicking off the event

as you alluded to unlucky to be joined by three, fantastic leader that are going to bring some interesting perspective. And I think we're talking about today a topic that is top of mind for really, for everybody. And that's on the lessons that we've learned. Thus far. That's will be durable going forward as a result of the covid-19. Pandemic. I think there are things that can be applicable today. But then also, I'm things that the fundamentally has been a paradigm shift in in in the in the world of financial services and and that's been accelerated by covid-19. So I

want to make sure that we we make the most of the limited time that we do have really thrilled to be to be joined by Catherine Cindy and Brian today. So we're going to jump right into questions. Will also be taking questions in the Q&A. So in the last 10 minutes, please don't hesitate. To drop your questions in there and we'll get to as many of those as we can. So we will have our panelists introduced themselves as they, they kind of start answering our questions and maybe we'll start off with with Cindy. And I think it's interesting for Romania. Life as a and insurance and banking

organization. Not only is your organization didn't change by the pandemic, but you're also dealing with a lot of people were fundamentally impacted by that. The pandemic. Can you talk to me a little bit about how you're supporting your customers in your employees, who really are the face of Manulife.

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February 10 - 11, 2021
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Cindy Jeffrey
Katherine Lucas
Brian Melter
Ben Kearon