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Panel Discussion: Maximize CX Impact in Financial Services with 4 P’s: People, Process, Product, and Preparation

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Donna Embry
Senior Vice President, Global Payments Strategy at Evolve Bank & Trust
+ 2 speakers
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Panel Discussion: Maximize CX Impact in Financial Services with 4 P’s: People, Process, Product, and Preparation
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About the talk

Customer Experience is no longer a “nice to have” nor a “should have” strategy; it is a “need to have” culture in which your organization needs to win. Go over the 4 P’s that are essential in order to maximize your impact within customer experience. Adopt best practices to:

  • Talk to the customers more effectively.

  • Make processes and how they should maximize customer-centricity.

  • How your products need to provide essential value to your customers

Improve your preparation and how your research affects changes in relation to customer experience.

00:00 Intro

00:35 Donna Embry

01:15 Barbara A. Barry

02:16 CX goals/ how to star

03:03 Main focus of CX and why

05:40 Measure of Progress

09:50 Digitalization/ how to manage

16:50 Digital or mobile apps

20:12 Pandemic Placement Partnership

26:03 Resistance of digital customers

About speakers

Donna Embry
Senior Vice President, Global Payments Strategy at Evolve Bank & Trust
Barbara A. Barry
Chief Experience Officer at Nuvision Federal Credit Union
Shawn Phillips
Chief Technology Officer at Heart of the Customer

Donna Embry has 50 plus years of experience in the payments industry and currently serves as SVP, Global Payments Strategy for Evolve Bank & Trust. In addition, Embry serves as President of Embry Consulting, LLC. Her prior executive positions include Chief payments Officer for Payment Alliance International (PAI); Executive Vice President, Product and Marketing for Vital Processing (TSYS Acquiring) and Senior Vice President, Electronic Banking for PNC Bank, as well as Chief Operations Officer for PNC’s former division, CFC Financial Services. Embry authored the first ETA publication, The Encyclopedia of Terminology for the Acquiring Industry, and developed/taught the inaugural introduction series of classes for ETA University. She is currently co-chair for the ATMIA US Regional Board, chair of the ETA Professional Development Committee, a member of the Federal Reserve’s Faster Payments Task Force, NAMA education committee, the ATMIA Next Gen ATM Council and Withdraw Cash Wednesday committee, the ETA Mobile Payments Council, and Board Member of the NEAA. In addition, she was a founding member and served on the Board of Directors as Chairman for the former Kentucky-based Quest ATM network. Embry served as the President of the Midwest Acquirers Association (MWAA) in 2013-2014 and served on their Board of Directors from 2008-2012. She currently serves on the Advisory Board for ISO & Agent and is a Regional Board Member for the Make-A-Wish Foundation (Kentucky/Indiana/Ohio).

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Barbara Barry joined Nuvision Federal Credit Union in 2016 as the Chief Experience Officer and is accountable for Strategic Planning, Operations, Marketing, Analytics and Mortgage sales. Barbara has a MBA with an emphasis in marketing. She has held senior positions for Adolph Coors, Unocal76, Smart and Final, Jenny Craig, OC Transit Authority and Bally’s Total Fitness. Barbara was the President of largest independent digital agency in California and General Manager for a direct-response advertising agency in LA. Barbara has been on the client and agency side for several business and has owned a marketing consulting company for 10 years consulting with executives and advising them on how to take their company to the next level. One of Barbara’s most enjoyable tenure was her 8 years as a professor at several Southern California University’s Barbara’s passions is her charity work where she has served on the OC YMCA Board of Directors, Helping Hands Charity and donating time at an orphanage located in Baja California.

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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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A panel discussing how to maximize CX impact, buy it with financial services, with 4-Piece, people process product and preparation. Please join me in welcoming. Donnie. Embry, who is senior vice president for global payment strategies that evolve Bank & Trust and then Barbara Barry, who is the chief experience? Officer at New Vision. Welcome. Can you eat Chow us a little bit about yourself? Why don't you start. Hi everyone, and thank you. Sean on, thank you for

having me on the panel, my background. I'm I've been in the industry in the financial services industry for a little over fifty years. And so I consider myself sooner have a historian on payments because there's not much that I haven't been attached to our scene and I really try to look at the payments landscape from a high-level, you know, do predictions sort of a future as strategists, send those kind of fun to play around with that. Free Barbara. I actually my background is

very heavy, big box retail. And I was hired in to NuVision about six years ago, to really change them from a product sales organization into a member experience. We call our our customers members, to a member experience. And I just actually recently left New Vision to start a new business. That is all around member experience. Excellent. So we'll start with you Barbara. Once you have your CX goal set. Where do you start? You have your goal now? Where, where do you go? How do you skip going? Well,

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Donna Embry
Barbara A. Barry
Shawn Phillips