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Panel Discussio: Making Every Touchpoint Count to Build Better Client Relationships Focusing Specifically on Digital Touchpoint

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Jim Tincher
Journey Mapper-in-Chief, Customer Experience Expert at Heart of the Customer
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The extended period of uncertainty, market volatility and disruption has resulted in unprecedented changes to consumer behaviour, preferences, wants and needs. Connect with your clients gaining to most from the limited touchpoints that are available. Develop a blueprint to:

● Improve your customers’ experience across digital and physical touchpoints

● Provide meaningful advice and recommendations at points of contact

● Increase selling opportunities at key customer touchpoints

Create a strategy to improve customer experience at each point of contact.

00:00 Intro

01:20 Karen Sawyer

01:35 Linh Lawler

02:45 Melissa Mohun

03:40 How to understand touchpoints

06:57 Digital and human touchpoints are online

09:50 About technologies

14:00 Design experience

17:40 Operation transparency

19:30 About selling

23:36 Q&A

About speakers

Jim Tincher
Journey Mapper-in-Chief, Customer Experience Expert at Heart of the Customer
Karen Sawyer
Head, Customer Loyalty, Personal & Business Banking Canada at BMO Bank of Montreal
Linh Lawler
Director, Customer Experience at Anixter
Melissa Mohun
Vice President, Digital Customer Experience at Scotiabank

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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Transform client loyalty, expand client relationships and drive revenue. Skilled in Loyalty strategy & growth, Marketing Strategy, Customer Acquisition, Leads Development, Direct Marketing , Promotions, Communications and Public Relations.

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Business executive with over 20 years of experience driving culture change and delivering positive human experiences. Expertise in strategy and execution. Held leadership roles in customer experience, digital product management, strategic planning, learning and development, diversity and inclusion programs, employee engagement, change management and talent strategies.

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I am a seasoned Strategy & Communications leader with a rich background in Technology and Financial Services; expertise in M&A and international projects in Asia Pacific, Europe and Latin America; and extensive experience working closely with executive stakeholders to drive systemic change across complex global organizations. My passion lies in inspiring the radical transformation of hardened service experiences by igniting the imagination and conviction of cross-functional groups of professionals needed to make meaningful change possible.

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All right. Well, welcome back. Hope you had a chance here to see some of the different events there. I said, different vendors, chat with each other of what a morning, a great topics. They're really leaning in on the digital experience and we're going to go further that today was really about how do you improve your touch points and make them all count, making every touch Point, count to build better client relationships focusing specifically on your digital touch points and people cross the head of customer loyalty

for personal business banking, Specialized Sales and financial planning. That's a lot. At BMO Bank of Montreal. We also blind Lawler. Who's the director of the claims customer experience zooming, riding literally zooming right now that at Allstate Insurance, Allstate Insurance. Sorry, I do last week as well as Samoan who's the vice president of Digital customer experience at Scotiabank? So, welcome all glad to have you here. and, All right. Well, if you could just quickly, go round going to go with Karen Lynn, Melissa, just quickly given by 30 seconds or so on your scope of

responsibility at your location, that be great. Again, will start with Karen Lynn and then Melissa only not into North America, but across Canada. And the biggest part of my role is supporting or Frontline in Canadian and personal business banking, helping them to understand what they need to do to improve customer loyalty and our regions across Canada. Great. Hi, everyone. Soul in Lawler and I am the head of claims customer experience. I have the responsibility in the privilege of setting the

experience standards and strategy for all of the US claims that, you know, our policyholders and

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February 10 - 11, 2021
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Jim Tincher
Karen Sawyer
Linh Lawler
Melissa Mohun