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Optimizing the Customer and Intermediary Experience

Excerpt from Boston Financial Data Services, “Perspectives:”

One of the hot topics discussed at the Boston Financial Client Forum last month was the customer and intermediary experience. On the first afternoon, a panel of industry experts shared their views of this ever-evolving subject. Cheryl Kananowicz, Vice President, DST Systems, led the panel. Other panelists included Catherine Heron Carrol, Head of Global Digital Strategy for IMD Communications, Goldman Sachs; Donna MacFarland, SVP, Chief Marketing Officer, Retirement Plan Services, Lincoln Financial Group; and Elizabeth Gooding, President Insight Forums and Gooding Communications Group.

Key takeaways:

  • Customer experience is not a job or a department but needs to be engrained throughout a company’s culture.
  • The shift to mobile and digital; an outside-in look should be driving your customer experience goals.
  • Respect people’s time: Make usability easy and content “snackable.”

To read the full post, click here.

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