About the talk
Get insights into how to manage and engage teams internally to achieve the joint goal of positive customer experience. Create a roadmap to:
Offering physical environment, technological tools, and culture best suited to employees/team members which lead to smooth customer journey
Equipping agents with the best skill-set for dealing with unexpected queries
Creating shared sense of purpose to achieve unmatched customer experience
Create a workplace culture that attracts positive experiences for both employees and customers.
00:45 Coretta Wallace
02:00 Stacy Warren
04:44 Keys of organization
07:55 Own Experience
12:12 How to make team better
Stacy is here to make things easy, whether you’re a broker, agent, colleague, client or advisor. She believes that simplicity, flexibility, transparency and a willingness to go the extra mile are the keys to building successful, long-term relationships with employees and clients alike. The fact that she’s a natural self-starter and a huge talent advocate, tapping into people’s hidden talents and allowing them to thrive, doesn’t hurt either…View the profile
Coretta J. Wallace, CIE is the Chief Experience Officer at Zeal Credit Union, headquartered in Livonia, Michigan and leads teams of talent in the areas of Retail Banking, Lending, Business Intelligence, Teleservices and Marketing. With over 20 years in the Credit Union industry, Coretta has engaged both teams and consumers through the areas of Marketing + Communications, Business Development, Lending, Technology, Strategy, Retail Banking & Consumer Experience, as well as Talent Management & Engagement. Further, she has served as a Culture Strategist, a Leadership Developer & a Passion Chemist in her areas of expertise and consultancy. She leads with passion and thrives on enthusiasm for creating an exceptional human experience.View the profile
Shawn Phillips has the know-how to help companies make and keep customers happy. He has improved customer and employee journeys while implementing strategic software solutions at companies like American Eagle, BlueCross/BlueShield, and Roots Canada. He’s skilled at pushing meaningful conversations that get to the heart of a business problem and uncover data-supported solutions that achieve the client’s strategic vision. His experience in internal leadership roles on teams at iconic Minnesota companies like Best Buy and Leeann Chin fuels his keen understanding of how to prioritize resources and strategy to deliver projects on time and within budget.View the profile
How employee satisfaction can help and driving happy customers, and it's amazing that we're starting with employee and workplace, happiness, driving success. Please welcome to people. Stacey Warren Chief sales and customer experience officer at Vault insurance. And Coretta Wallace, Chief experience officer at Zeal Credit Union. Thank you. Thank you. Thank you, Sean. All right, let's let's jump in here. I'm going to ask you a question. The first time you
answer a question. If you could just introduce yourself and then answer that would be fantastic. So first Carreta, tell us a little bit about your business and maybe compare what a startup might be versus an established business. Certainly. Hi everyone. I'm Coretta Wallace Chief experience officer, at zealcreditunion. Our credit union has been in service. Shall we say since 1952? We currently serve over 65,000. First started out as Co-op Services, Credit Union and through time and growth via mergers. We have since become deal Credit Union in the last few years.
So very excited to be with you here today. And some of the things that I feel, as a credit union, we really are somewhat similar to a startup is that, you know, a lot of what we do. We are constantly re-evaluating and assessing and determining. How can we be competitive is other Industries out there in terms of attracting a talent, but also at in terms of how we deliver an exceptional experience even within the financial services industry. I'm in a really very important. I would have comes to the people who are engaging with our
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