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January 15 - 18, 2019
JW Marriott, Nashville, TN

Natalie Higgins


SVP, Director of Customer Experience
Citizens Bank


11:25 AM

+ Optimize multi-channel servicing strategies to meet customers in preferred channel
+ Integrate best-in-class tools and techniques for collecting actionable customer feedback
+ Collaborate with business partners to action insights

8:20 AM Holistic Cx Panel Bridge The Siloes Of Experience Design And Delivery

Customer experience lives so far and beyond the contact center or customer functions, culminated as the sum of all touchpoints a user or customer has with an
organization. These interactions are shaped by the C-level, operations, organizational development, experience design, and of course, customer titles of all types.
This panel takes a holistic view of the customer journey, examining unique enterprise functions, how the influence customer experience, and most importantly
how they strive to collaborate with those affecting holistic touch points.


Check out the incredible speaker line-up to see who will be joining Natalie.

Download The Latest Agenda