Several customer experience (CX) experts examined what it takes to provide seamless customer experiences in today's always-on, always-connected global marketplace during a panel discussion for Argyle's CX membership at the 2018 Customer Experience Leadership Forum in San Francisco on March 22.
Shelby Morita-Fowler, Vice President and Research Manager at Wells Fargo, discussed the customer experience and how it can help an organization become more human than ever before during her keynote presentation to Argyle's CX membership at the 2017 Customer Experience Leadership Forum in San Francisco on December 14.
Jonathan Alloy, Vice President, Wholesale Banking Product Management, Wells Fargo, examined what it takes to drive innovation in the financial services segment in his keynote presentation to Argyle's CFO membership at the 2017 Financial Services Forum: Marketing & Technology Innovation in San Francisco on September 14.
Several supply chain management executives explored innovation in the supply chain and what it takes to drive supply chain innovation consistently in a panel discussion at the 2016 Leadership in Supply Chain Management and Procurement Forum in New York on Nov. 16.
Robin Beers, Senior Vice President, Head of Customer Care Experience Insights at Wells Fargo, shared her thoughts on user experience research and its impact on today's customer service professionals during her presentation to Argyle's Customer Care membership at the 2015 Customer Care Leadership Forum in San Francisco on Dec. 17.
"We can target people in so many different ways on these platforms that we couldn’t before. Just take an example of students. There are very few places where students go out and raise their hand and say, 'Hello, I’m a student. I’m in college,' but it’s all over their social media profiles. You go to Facebook, you can identify students very easily. There are a lot of things that social really helps us do well."
"[Social media] is a unique challenge that every HR group needs to think about as they think about their company, what’s right for them and how do they get that balance right about having this wonderful tool of direct access and being able to contact people very quickly and getting out to the media very quickly."
"The objective is to encourage people to switch between channels. If you have them in the physical store and you can encourage them to share socially or switch out things that may not be available in the physical store but you can switch them out online and look at different color options, then that’s a win-win because you have them engaged."
Sri Muthu, VP and Technology and Operations Executive for clearXchange/Wells Fargo, and Bala Subramanian, Chief Development Officer for S&P Capital IQ, discussed the challenges in managing real-time data and the best tools to analyze that information.