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Duration 30:30
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Digital Transformation as a Catalyst for Exceptional Customer Journeys

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Deba Sahoo
SVP, Head of Product for Customer Journeys at Fidelity Investments
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About the talk

Organizations can be more effective in their digital transformation aspirations by focusing their initiatives on customer journeys. However, there are many challenges to achieving highly effective customer journeys and digital transformations. Gain insight into how you can:

  • Transform your organization through real-world & practical initiatives

  • Develop the groundwork necessary to get your initiative off the ground

  • Create buy-in from customers and your team

Transform your customer journey through a more effective digital transformation

00:00 Intro

01:01 Deba Sahoo

02:50 About progress

03:42 Customer Journey

06:21 Digital Transformation

07:30 Key Step

11:40 Key benefits

14:10 Keys to success

16:20 Q&A

About speaker

Deba Sahoo
SVP, Head of Product for Customer Journeys at Fidelity Investments

Seasoned product and general management executive in the Financial Services & FinTech industry focused on simplifying, digitizing and radically transforming the customer and associate experiences for servicing Fidelity's ~22,000 employer clients in its market leading 401(k) business ($2.5T in assets, 28% market share). Passionate about building & scaling empowered teams. All-round expertise in Product, Strategy, Technology & Analytics. Action-biased agile leader, strategic thinker and problem solver. Life-long learner. Chicago Booth MBA (top 10% of class). Distinguished speaker & panelist in areas of Digital Transformation, Digital Customer Experience, Digitization of Service & Artificial Intelligence.

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Guest. We have a case study from Fidelity Investments. Before we get to the chase that he with Fidelity Investments. I'd like to just encourage you to A participate in our online, poll our event survey to win, a free $200 gift card from Amazon this survey results help us improve the next event. And so it's really helpful if you participate in that also, be sure at any time to visit the networking Lounge, meet other people connect, visit our sponsors that they've traded some really interesting content for you within the virtual Booth,

but then you can reach out and talk to them. So be sure to take advantage of that, if you can now it's my honor to introduce and I want to, can you pronounce the name? So I don't want to mess this mess up. It's a customer Journeys at the deli Investments. Overview dibby. Thank you. I'll Dennis again. I'm really excited to be sharing some of my thoughts and perspectives. I do have a PowerPoint slide outs are before I go. Quick introduction of me a messy pee and hair product for customer Journeys at Fidelity Investments, based in the Boston Massachusetts my team, I need a large

cross-functional product organization that is focused on simplifying digitizing and radically transforming the customer and a social experience for our B2B employer. Customers in all marketing for business by applying new technologies, such as digital CRM capabilities, artificial intelligence data, exchange BPM occupational, to really dramatically changed. Play, we can give you the

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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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