July 31st - August 1st | Boston
JOIN US AT CXFS 2023
Medallia is a proud sponsor of CXFS 2023! We're excited to connect with you in-person to share our cutting edge innovations in experience management for financial services, and how we help firms of all types and sizes to create meaningful connections with their customers and employees.
Can't Miss Moments at CXFS 2023: Add to Your Calendar
Fireside Chat with UBS
Tuesday, August 1st @ 12:00 pm ET
Tuesday, August 1st @ 12:00 pm ET
Join us for A CX Leader's Perspective: What it Takes to Succeed. Moderated by Bill Staikos, CX leader, Allison Paine Landers, shares her perspective on successful CX leadership, the discipline's evolution, future prospects, and advice for professionals in a challenging market. Discover the traits that define effective CX leaders and learn about fostering a customer-centric culture, cross-functional collaboration, and leveraging technology for personalized experiences.
Celebrate CXFS & NGCX Day 1
Monday, July 31 @ 6:30 pm ET
Monday, July 31 @ 6:30 pm ET
Clear your calendar - Medallia and Ipsos are hosting a dinner reception at Serafina Back Bay directly following the Brews and Bubbly reception. Join fellow experience makers for an evening of great conversation and delicious food.
Meet with us at CXFS to learn more about how Medallia helps firms become the best brands in the world by creating a strong bond of trust and loyalty with their customers, at scale.
Stop by booth #111 and take advantage of a free in-person, 30-minute advisory session with our experience experts on anything related to experience management, VoC, and CX.
Stop by booth #111 and take advantage of a free in-person, 30-minute advisory session with our experience experts on anything related to experience management, VoC, and CX.
Meet Our Experience Experts
Daniel Brousseau
Financial Services Practice Lead, Medallia
Dan works with Medallia's FSI and Insurance customers to drive business impact and strategic advantages through CX and EX and maximize the value of their partnership with Medallia. Dan has over 30 years of experience in technology, financial services, and consulting.
Before Medallia, Dan served as the SVP, Head of Enterprise Client Experience at City National Bank (an RBC Company), building and expanding the CX program across LoBs. Dan has also advised and worked as a management consultant with executives and teams from top brands on CX and digital strategy and transformation. At West Monroe, he was a Partner and CX Practice Leader. Before that, Dan built and led Forrester's CX and Digital Business Consulting practice globally. Dan's consulting background encompasses strategy, transformation, and innovation, working with large organizations worldwide.
Before Medallia, Dan served as the SVP, Head of Enterprise Client Experience at City National Bank (an RBC Company), building and expanding the CX program across LoBs. Dan has also advised and worked as a management consultant with executives and teams from top brands on CX and digital strategy and transformation. At West Monroe, he was a Partner and CX Practice Leader. Before that, Dan built and led Forrester's CX and Digital Business Consulting practice globally. Dan's consulting background encompasses strategy, transformation, and innovation, working with large organizations worldwide.
Connie Leary
Group Director, CX Advisory, Medallia
Connie leads a team of Medallia's CX Advisors who collaborate with Financial Services and Insurance clients to build, scale, and mature their CX practices. Leveraging their experience as CX practitioners, the team helps clients drive program adoption, organizational change, and a culture of customer-centricity.
Before joining Medallia, Connie spent 28 years in banking at Santander Bank and its predecessors, Fleet Bank and Sovereign Bank. Like most career bankers, she started in front-line roles. Connie parlayed that experience into more strategic positions in the organization, having served as Director of Retail Incentives and Chief of Staff of the Retail Network. She most recently served as SVP and Head of Customer Experience, where she led efforts to transform the voice of the customer program and build a customer-centric culture.
Before joining Medallia, Connie spent 28 years in banking at Santander Bank and its predecessors, Fleet Bank and Sovereign Bank. Like most career bankers, she started in front-line roles. Connie parlayed that experience into more strategic positions in the organization, having served as Director of Retail Incentives and Chief of Staff of the Retail Network. She most recently served as SVP and Head of Customer Experience, where she led efforts to transform the voice of the customer program and build a customer-centric culture.
Bill Staikos
Senior Vice President, Executive Advisory, Medallia
Bill Staikos is Senior Vice President, Executive Advisor at Medallia. He is a globally-recognized experience leader with over 20 years of proven expertise in envisioning and executing holistic, customer-led strategies across industries.
Bill works with some of Medallia's most essential clients across industries to help accelerate their journey through Customer & Employee Experience maturity.
Before joining Medallia, Bill held several leadership roles at financial services firms, including Freddie Mac, JPMorgan Chase & Co, Credit Suisse, and American Express, to name a few.
Bill works with some of Medallia's most essential clients across industries to help accelerate their journey through Customer & Employee Experience maturity.
Before joining Medallia, Bill held several leadership roles at financial services firms, including Freddie Mac, JPMorgan Chase & Co, Credit Suisse, and American Express, to name a few.
Discover the latest Medallia resources for financial services
Customer Spotlight
Citizens: A future-forward view, with practical takeaways about how firms are creating next-level customer journeys across channels
Learn about the benefits of an 'action-first' approach to CX, and how to set up in-the-moment actions that respond to individual customer needs, capture aggregate-level insights, and break down organizational silos with Medallia.
White Paper
Transform Bank Complaints Handling with Experience Management
44% of banking customers with unresolved issues are more likely to switch banks and 83% feel more loyal to those who resolve their complaints. But with a customer-centric approach to complaints management, banks can increase efficiency, customer retention, and risk control.
Infographic
What CX Owners Need to Know About Experience Orchestration
Firms are amassing vast amounts of valuable information derived from numerous customer touchpoints. Unfortunately, many organizations find themselves unable to harness the true power of this data, resulting in a lack of customer understanding—preventing businesses from transforming raw data into meaningful experiences. Discover how to bridge the gap between data and understanding and how to identify the right technologies and capabilities to create orchestrated experiences.
Customer Story
UMB: Leveraging critical insights to drive an unparalleled customer experience
Learn how UMB achieved millions of dollars in cost savings, a 9-point increase in Net Promoter Score (NPS), and a 20% improvement in first call resolution using Medallia’s speech analytics capabilities and sophisticated AI to uncover and act on customer insights.
Customer Story
Banorte: Using the voice of the customer to continually transform the experience
Learn how Banorte increased transaction growth across digital channels by 155% and achieved their vision of being the best financial group in Mexico by implementing a strategy that places the customer at the center of the organization.
Customer Story
Fidelity International: Increasing revenue by focusing on the voice of the client
Find out how Fidelity increased combined net sales by 50% and ultimately improved retention rates of client assets with a customer-obsessed approach.
Medallia for Financial Services
The #1 experience management platform for financial services. Our customers in banking, wealth and asset management, and insurance rely on Medallia to:
- Compete on customer experience at scale: Raise NPS, retention, digital adoption, customer revenue and AUM, while reducing cost to serve by delivering better experiences that drive loyalty at scale
- Transform digital and omni-channel customer journeys: Leverage a more comprehensive array of customer data signals to transform customer journeys across digital, contact center, and branch, from onboarding to lending and credit, purchasing, financial advisory and service
- Deepen relationships and reduce customer churn: Empower relationship managers and financial advisors to take action on alerts and in-depth profile and feedback insights at the customer and segment level
- Increase efficiency and customer loyalty while improving risk management: Provide leaders with easily accessible customer insights to track performance, prioritize investments, monitor complaints, and keep the focus on customers
- Improve the employee experience: Drive next-level customer experience performance through deep employee insights
Stop by Booth #111 to learn more about Medallia, our solutions, and the future of experience management - and enjoy a Medallia Mule on us at the reception on Day 1!
- Medallia Experience Cloud: The leading experience management platform helps you focus on outcomes leading to more revenue, cost savings, and happier employees
- Digital Suite: Medallia Digital and Digital Experience Analytics: the only integrated digital feedback solution for direct and behavioral feedback management
- Contact Center Suite: See how our most recent acquisition of Mindful in-digital call-back solution is a game changer for managing contact volumes while improving experiences
- Medallia Experience Orchestration: Learn about delivering next-best experience and personalized journeys across channels to take your CX to the next level
Countdown to CXFS
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