Executive Vice PresidentWells Fargo
Industry Principal, Financial ServicesPega
Enterprises want to modernize the customer experience. Yet they struggle because they’re innovating on top of existing structures and processes, instead of retrofitting those processes to make experience-building a #1 priority. But what if they had the patience and discipline to study the problem, identify the stakeholders, and build a real consensus – all before they action?
In this session, Wells Fargo will share how it studied the market, comparing approaches and investigating alternatives. As the organization learned, priorities shifted away from traditional programs to more personalized experiences – using next best conversations to connect digital and physical channels – and armed front-line employees and channels with the insights needed to build deeper, more sustainable relationships.