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Duration 29:31
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Panel Discussion: Digital & Mobile Paths to a Frictionless Customer Experience

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Ramzi Rahbani
VP of Product at ExperiencePoint
+ 2 speakers
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About the talk

Customers today are influenced by brands that are most relevant, convenient and immediate in the delivery of everything from products to customer service. To compete, FS professionals now have the opportunity to create individualized customer experiences while removing friction on all platforms from mobile to home to office. Let’s discuss how to developing websites, content and design must change to fit in a world where no two customers have the same preferences and expectations.

  • Mobile first banking: What are the new possibilities?

  • Importance of building trust throughout the digital journey

  • Build better contextual content/experiences that delight individual customers in all ‘moments’

Drive your customer experience using improved digital and mobile paths

00:00 Intro

00:30 Ramzi Rahbani

01:00 Mark Wanish

01:35 The situation right now

05:00 Business online

06:06 About Chatbots and Personalization

08:40 Reliance content and costumers

12:20 Process and tools that used

17:25 Journey architectures tools

18:33 Architecture tools

21:30 Data

22:00 Impact of Covid

26:05 Decrees loyalty in digital

About speakers

Ramzi Rahbani
VP of Product at ExperiencePoint
Mark Wanish
Digital Technology Executive at TIAA
Shawn Phillips
Chief Technology Officer at Heart of the Customer

Intrapreneur passionate about problem solving and customer value creation. Experience in corporate innovation, digital strategy, product development and channel management. Strong track record of building high performing digital and product teams from the ground-up and enabling agile delivery across large or small organizations. Currently leading the product, design and engineering team at ExperiencePoint helping define the future of Learning & Development while focusing on our mission of helping individuals and organizations become better innovators.

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Senior digital technology executive leading digital transformations that empower customers to meet their financial needs and achieve financial wellness. Focused on creating targeted and personalized experiences that empower customers with the confidence to make informed decisions about their finances while ensuring customers have the ability to fulfill those needs wherever they chose to interact with the company. Dedicated to identifying and honoring preferences for how customers want to engage with the company and any requests to maintain their privacy in our engagements.

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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.

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Discussing digital and mobile pass to a frictionless customer experience, please welcome Ramsey. Rabbani director, customer digital platform at President's Choice Financial in services. And then Mark wahnish head of digital messaging marketing technology and outbound engagement at T. I A A. Can you join? Introduce yourself Ramsey? Why don't you start? Thanks Sean. How everybody, my name is Ramsey and I leave the digital for President's Choice Financial and services. For those of you that don't know, we were owned by Loblaws on the largest retailer. In Canada play, my team basically

manages, all our digital properties from banking to Insurance, Telecom travel. And so will hopefully, today will have an opportunity to share a lot of these insights in our path to A frictionless customer experience. Thanks, Mark. Mark Wagner, teachers Insurance in a suit, annuity Association to work. It's financial services company, and I run all the messaging that we have across the board with her plays on the web goes out via email Direct Mail. We actually use a, or message Point Partners were just on a little while ago, is one of our, one of the pieces and our

solution. So, looking forward to talk to you a little bit about customer experiences Journeys Communications and how we engage with our other customers. You're seeing right now. Restaurants. I think fundamentally, the first thing we're seeing is a pillock back. 5 years ago. We used to see mobile as a as a as an alternate Channel, you know, traffic was about 60/40 and then over time we started hearing of a trend where we were talking about the mobile first

and then you were starting to see a 50/50 split and then starting to go past that. 50% Mark. Now, we're seeing that trend of mobile only,

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February 10 - 11, 2021
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covid-19, customer, customer service, cx & core, digital cx, digital experiences, engagement, investment industry, source content

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Ramzi Rahbani
Mark Wanish
Shawn Phillips