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Panel Discussion: Developing an Enterprise Strategy to Enhance Customer Experience
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About the talk
Customer expectations are changing how financial institutions deliver value. In this changing
environment, it is important that all business units adapt without losing their meaning. Source insight to:
● Understand the experience your clients expect.
● Improve CX at all client touchpoints.
● Adopt best practices for CX in financial services.
Strengthen your customer experience to drive client satisfaction.
00:00 Intro
00:53 Caroline McKeon
02:57 Tara Brady
05:07 Tricia Szurgot
07:15 Thoughts about the dashboard
08:30 Touchpoints of last year
11:17 Digital channels
15:25 Strategy in lockdown
19:22 Mein moments of strategy
24:20 Keys to client education
About speakers
Tricia Szurgot is a visionary enterprise leader and strategist, Certified Futurist & Long-Term Analyst (FLTA™) and Certified Chief Executive (CUES CCE™) with 15+ years as a senior executive in the financial services industry and 30+ year in diverse domestic and global leadership roles. Tricia believes integrity is everything. As a servant leader, she leads by example and inspires, empowers and enables her organization and teams to be their best. She holds an MBA in Economics and Leadership and leads the overall transformation, operation, performance and management of Forbes’ #1 CU in PA as Chief Operating Officer (#2 to CEO) for First Commonwealth FCU ($1B assets; 70,000 members; Lehigh Valley, PA),
View the profileCaroline works across functions and geographies to drive high-priority initiatives forward. She is currently working for Liberty Mutual Insurance to introduce digital capabilities and enhance customer experience across Liberty’s East (Asia) region. Caroline received her Bachelor of Science from NYU's Stern School of Business, JD/MBA from Northwestern University's Pritzke
View the profileI am a passionate, driven, strategic, team member focused leader with over 16 years of retail banking, sales and Customer Experience leadership. Customer experience begins with your employees and ends with how they impact your customers. A happy, engaged, well trained employee will always go the extra mile for your customer. Understanding the trends, journey, analytics and feedback your customers are providing is only the first step in the process. When you acknowledge the importance of a great team member experience and how the team member experience impacts your customers, positive change will come. By combining a great service strategy with a relationship based selling approach that meets customers where they are, everyone wins. Coaching a great customer experience is teaching others to be naturally curious and to connect with other people on the deepest level, in order to build trust and life long relationships that positively impact their finances. I love executing strategic processes, coaching at all levels and bringing the strategy of people together.
View the profileShawn 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.
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We have another panel developing an Enterprise strategy to enhance customer experience and we have three panelists. First. We have Trisha surrogate, Chief marketing and experience officer at First Commonwealth. Credit Union. We have here on the Keene head of digital and customer experience at Liberty, Mutual insurance. And finally Tara, Brady director of member experience at Affinity Credit Union. I raced this is going to be fun. So we're talking about creating a Enterprise strategy.
And when I when I first asked you, a question, if you could introduce yourself, that would be great. And so first I'm going to ask, you know, you have this Enterprise strategy. How do you end uncover what your customer experiences are Caroline? Sure. Good morning everyone. My name is Caroline ricke on. I lead our digital and customer experience teams for Liberty, Mutual east region, which is our Asia operations on the way that we think about our customer experience strategy and our Enterprise strategy
is that they really have to be one in the same, everything that we do as an operation, has to be in support of our customers. So, to be able to inform that strategy and have customers at the center of something that is critical to, that success is doing frequent research of who our customers are and understanding their needs. Now, I recognize that as a large Global Corporation. We have the luxury of having research teams than have the ability to do, frequent consume. Or research with big panels of surveys on a frequent basis. Now, that doesn't mean that if you
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