December 6-8, 2023 | Grand Hyatt | Denver, CO
Jill Wallace is a Payment Systems industry professional with many years industry experience and is enjoying a 15-year career with Mastercard. Focused on embedding CX and UX in product and service models to create a seamless omni-channel customer experience, she ensures improving customer satisfaction is foundational. Passions include asset-based thinking, process improvement / streamlining operations, innovation, building & coaching effective, engaged teams and enjoys mentoring others for empowerment on their career journey. Jill is adept at outlining and executing the critical steps needed to achieve company objectives by connecting every team member to the part they play in the success of the organization. Experienced in managing global teams, creating a cohesive vision and operational strategy, she looks to introduce innovative tools and process improvements for operational excellence.
Day 1 | December 6
3:00 PM Candid Conversations | From Feedback to Foresight: Transforming Customer Experiences with Advanced Analytics
In the dynamic BFSI sector, transitioning from traditional feedback mechanisms to a comprehensive, analytics-driven approach is pivotal for customer satisfaction and business growth. But how can BFSI leaders effectively transform their customer feedback systems? What are the key strategies to identify and address customer pain points and preferences in real-time? Join us in this enlightening conversation as we explore the transformative journey of moving beyond conventional surveys. The session will focus on integrating text and speech analytics, identifying trends throughout the customer journey, and understanding customer sentiments at a deeper level.
Key Takeaways:
- Strategies for transitioning from traditional surveys to advanced analytics in customer feedback
- Techniques to identify and address customer pain points and preferences throughout their journey
- Insights into enhancing customer experience in both B2B and B2C interactions in BFSI
Check out the incredible speaker line-up to see who will be joining Jill.
Download The Latest Agenda
