Case Study: Reshaping Customer and Employee Experiences in the New Workplace
The Conference Board Ultimate CX Conference
There’s no going back from the digital transformation spurred on by COVID-19. Companies are transforming customer and employee experiences by accelerating digital adoption and reinventing service for customers and employees alike.
Learn how one of America’s oldest banks readied itself for what’s ahead by reimagining its approach to remote work, labor pressures, and customer expectations for a frictionless experience. Join executives from Citizen’s Bank and CX experts from TTEC as they share insights about how companies can connect in new ways to build strong relationships with customers and employees.
Attend this session to learn:
- Digital transformation lessons learned and a look ahead from Citizen’s Bank
- What a hybrid workplace environment might look like at your institution
- The power of employee engagement to drive better customer experiences
- Keys to optimizing experiences with a digital-first approach
SVP, Business Development North America, TTEC
Chris is responsible for account management and business development in North America. Chris joined TTEC in January of 2000 and has held positions in nearly all facets of the business, including operations, marketing, solutions design and implementation, sales, and account management. Prior to TTEC, Chris managed customer management operations at Merrill Lynch where he previously held NASD Series 7 and 63 licenses.
Senior Vice President of Business Solutions, Citizen's Bank
Jonathan has been in the contact center industry for over twenty-five years, leading workforce management and technology teams for over twenty years. A vast majority of Jonathan’s career has been focused on Banking, working for Chase and Standard Chartered in Asia prior to joining Citizens in 2017. Outside of Banking, Jonathan led the voice support & WFM groups at Iron Mountain and CenturyLink modernizing telephony infrastructure and implementing workforce systems to enable capability and drive efficiencies. Jonathan resides in Winnsboro Louisiana with his wife Nancy and two dogs, Bruno & Ginger.
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