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ABOUT THE WEBINAR:
Everyone is trying to make sense of customer experience (CX). Harvard Business Review defines CX as “the cumulative impact of your customer’s end-to-end journey with you, the multiple touchpoints over time which create a true competitive advantage to companies that get it right.”
But Harland Clarke thinks CX is more, defined by a belief that CX is a holistic strategy that actually starts at the consumer level — before they become customers — beginning with a consumer’s very first interaction with your brand, wherever and whenever they encounter it.
While it is key to meet and exceed consumer expectations during every interaction and encounter, it is particularly important that financial institutions perform well at the critical “moments of truth” like account openings, change events and other high-emotion customer service encounters, when costly attrition and growth-killing churn are highest.
CX is unlike everything else you measure – it’s not a short-term/today line-item metric or KPI–it’s longer. It’s a lifetime journey across all touchpoints and channels with the potential to provide the ultimate return on customer relationship.
THIS WEBINAR WILL COVER:
Financial institutions are making significant investments in technology to improve the user experience. But CX is more than simply providing customers with an online or mobile account-activation solution – it’s about:
TOP 3 BENEFITS TO ATTENDEES:
Attendees will come away with the following:
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Jeff Hassemer is a global marketing executive known for his thought leadership and notable product achievements with technology companies. Jeff has developed a series of strategic tools that enable product management organizations to rapidly determine high-impact development items that solve crucial business problems.
Jeff has been a key participant in M&As, helped deliver powerful technology to international markets, and partnering with sales and fulfillment to generate record-levels of revenue, margin and customer satisfaction.
Jeff holds a Bachelor of Arts degree in Economics and Business Management with a concentration in Military History from Ripon College; Successful Product Management Certification; Defining the Strategic Leader Certification; and Pricing Strategies in a Competitive Environment Certification.
Carrie Stapp manages of the product lifecycle for Harland Clarke, from understanding client and consumer needs, assessing industry trends and identifying competitive threats, to realizing strong business opportunities that deliver results.
Carrie is a proven marketing and product leader with more than 20 years of experience in advertising, branding, social marketing, marketing analytics and product development/management.
Carrie holds a Bachelor’s degree in Marketing from Purdue University and is a graduate of the American Bankers Association School of Bank Marketing and Management.