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Panel Discussion: How to Succeed with Digital Transformation in Financial Services

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Anna Foat
Design Led, Passionate Innovator at Disruptive Edge
+ 2 speakers
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About the talk

Successful digital transformation is no longer just key to long-term brand success, but vital for survival.

This session will help you unlock the doorway to successful digital transformation and how to benefit from it. Walk away with an action plan on:

  • What common problems can digital transformation solve

  • What digital business looks like today

  • How to plan, implement and optimize your digital transformation program

Gain competitive edge by successful digital transformation

00:00 Intro

00:40 Speakers introduction

01:33 Reason for fail digital transformation

04:40 CX

05:00 About projects

06:50 Speed of trust

09:20 Examples

10:40 About resistance and strategy

13:50 How does it work

15:50 Impact of customer

17:48 Risks in industry

20:00 Expectations

23:40 Retrospective of changes and progress

28:00 Digital experience with CX in collections/Best practices

About speakers

Anna Foat
Design Led, Passionate Innovator at Disruptive Edge
Chris Turchansky
Chief Experience Officer at ATB Financial
Jim Tincher
Journey Mapper-in-Chief, Customer Experience Expert at Heart of the Customer

I get complicated stuff done. I drive sales growth in highly competitive markets and environments. I am tenacious. I love to build new business lines as well as concepts. I am passionate about partner relations, customer service and loyalty, because let's face it - word travels fast and often. I like doing stuff no one has done before. I'm not afraid to colour outside the lines to get it done. To do all this successfully I speak articulately and with passion and conviction. I like meeting all kinds of people in order to understand what makes them, and their businesses tick.

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My name is Chris Turchansky and I’m the Chief Experience Officer at ATB Financial. As Alberta’s largest financial institution with an 81-year history in the province, we exist for one reason—to serve Albertans. And my job is to bring to life a different kind of customer experience and ensure Albertans get the advice and solutions they need to fulfill their financial goals and dreams. Born and raised in small town Alberta, I have experienced first hand the peaks and valleys of both this province’s vast landscapes and it’s shifting economy. I’ve also seen the powerful sense of community, drive and innovation that exists across the province and within ATB. It’s this experience and passion that drives me and my team of proud Albertans to put our customers at the centre of everything we do, and take ownership of delivering truly remarkable experiences.

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Jim Tincher, CCXP, is a nationally recognized customer experience expert, journey mapper, author, and speaker. His innovative CX consultancy, Heart of the Customer, helps companies of all sizes drive customer-focused change to improve loyalty and boost revenue, and his book, How Hard Is It to Be Your Customer?, is considered a must-read for CX-focused leaders.

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We're going to continue on that theme. Now looking more at digital transformation and how to succeed with digital transformation in financial services. I will get to great speakers here who know each other. So that makes a little bit more fun. Are we have an adult was the director of global digital transformation office at Sun Life, Financial and Krista? Caskey was the chief experience officer at a TV. So, Anna, Chris Walker. Wealthy. Thanks. Thanks.

Thanks Jim. As you sat on the chief experience officer at ATB Financial. We're a regional financial institution in Canada. Really, in the province of Alberta. The interesting thing is rashly a crown knot commercial Crown Corporation. So we're uniquely positioned as a bank. In terms of we're actually owned by the government of Alberta. Wonderful, and I manifold, I'm a director in the digital transformation office at Sun Life Financial. We are in the midst of a massive digital transformation. So I have the great pleasure of being an English major in an IT function doing design,

thinking bringing lines of businesses together so that we can ID 8 and come up with next-gen customer experiences. Pleasure to be here in background. What's happening. I want to start with a quote from Mackenzie, which is that 70% of digital transformation spell generally because of employee resist. It's not the technology. It's the the soft Parts at 10 to get in the way. So why do you think that is and what are you doing to prevent it? Any local priest? Sure what I think I think it's a great point. I mean, I think Technologies a

great and able or it's a great tool but it's the culture and people are what Drive change. So I think a lot of digital transformation gets caught up

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Interested in topic “Banking and Finance”?

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February 10 - 11, 2021
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Anna Foat
Chris Turchansky
Jim Tincher