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Panel Discussio: Making Every Touchpoint Count to Build Better Client Relationships Focusing Specifically on Digital Touchpoint
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About the talk
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, 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.
View the profileTransform 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.
View the profileBusiness 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.
View the profileI 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.
View the profileIncluded in subscription
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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